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best practices technical support

From Good to Great: 7 Best Practices in Technical Support

March 12, 2024| read

In this fast-paced digital world, let’s get one thing straight. Technical support is far from just an added bonus — it’s the backbone of keeping your customers happy and loyal. As technology races forward, customer expectations are sky-high and they’re looking for answers that are both quick and spot-on. This scenario isn’t just a gentle […]

train customer support team

How Well Do You Train Your Customer Support Team?

March 9, 2024| read

In today’s competitive landscape, the quality of your customer service turns the tide of your business. It marks the difference between having loyal customers and losing them to your competitors. The strength and efficiency of your customer support team are not just beneficial — they’re imperative. As the ambassadors of your brand, their performance can […]

How Much Can You Actually Save With Outsourcing?

February 27, 2024| read

Running a business isn’t just about keeping the lights on. It’s about spotting opportunities to boost your bottom line and leveraging every resource at your disposal. If adopting an outsourcing strategy can slash your costs, all that extra funds can be redirected towards growth, innovation, or even outmaneuvering your competition. But let’s talk about numbers […]

outsourcing staff philippines

Quality of Outsourcing Staff in the Philippines

July 25, 2023| read

Outsourcing as a business strategy has faced a lot of skepticism over the years. Nevertheless, outsourcing continues to grow all around the world. If you’re considering it for your company, one of your biggest concerns must be the quality of talent. That of course, heavily depends on where you decide to do it. One of […]

outsourcing for tech startups

Should Your Tech Startup Consider Outsourcing?

April 25, 2023| read

Technology startups have quickly emerged into a global phenomenon. If you belong to this space, you already know it’s a competitive jungle to be in. The intriguing question of whether tech startups should make use of outsourcing frequently comes up. There are those quick to dismiss the idea. Then you have entrepreneurs on the other […]

customer service net promoter score

Is Net Promoter Score (NPS) All It’s Cracked Up to Be?

October 6, 2020| read

In customer service, what gets measured gets improved. Everyone agrees that in order to keep ramping up a business, you need to get into the mind of your customers. How do they feel about your brand? Are they raving about it enough to refer it to their friends? These are questions you must constantly have […]

best interview questions for hiring customer support

The 10 Best Interview Questions for Hiring Customer Support

July 9, 2020 | read

Any company would agree that customer support is the thing that keeps their business alive and kicking. Out of all the people you hire in your company, those who play a role in customer service will influence how you’re perceived by your target market and how you can thrive with repeat business. Your people in […]

supporting remote employees

3 Keys to Supporting Remote Employees Amidst the Pandemic

June 12, 2020 | read

The growing impact of the COVID-19 pandemic to businesses across the world has pushed many companies to a remote work setup. With this unprecedented business climate, your organization is most likely scrambling to execute a solid remote setup. And doing so without the luxury of time to prepare. An abrupt transition like this during a […]

recruit passive candidates

5 Powerful Ways to Recruit Passive Candidates

June 3, 2020 | read

Ever find yourself waiting in vain for the perfect candidate? With the dynamic challenges faced by recruitment nowadays, it’s no longer enough to stand by until the right applicants roll in. You have to innovate your recruiting strategy and cast a wider net to meet the ever-evolving demands for great talents with the right skill […]

employee retention

5 Effective Ways to Boost Employee Retention

May 25, 2020 | read

Do you find yourself wondering if your team members are looking to dip their toes again in the job market? Employees come and go so companies naturally experience turnover. However, a high turnover rate could cause money drain. On top of the financial burden, employees leaving could trigger “soft costs”— i.e. adverse impact on team […]

Best Tips for Hiring During a Pandemic

April 27, 2020 | read

Scaling and hiring quality candidates in the midst of a coronavirus pandemic seems complicated at best. With the virus spreading like wildfire, several companies resorted to freeze hiring until the economic implications of the outbreak are clear. On the other hand, many others continued to recruit because of a spike in their business demand or […]

knowledge base for customer support outsourcing

How to Build A Powerful Knowledge Base for Customer Support

August 30, 2019 | read

Anyone would agree that one of the key things to give amazing customer service is a speedy resolution. Too often, customer support people find themselves putting a customer on hold for far too long. This happens because they can’t quickly find the answer to the customer’s question or problem. Even worse, they may end up […]