Back-to-Basics! 5 Books about Customer Service that you Need to Read


As we continue to delve deeper into the Internet Age, digital alternatives and technological advancements have ushered in brand new strategies applied by helpdesk services on a global scale. And while some of these fresh methods have changed the way the industry is approached, some of the most basic principles are what keep companies afloat. So in this edition of Back-to-Basics, we’ll take a look at 5 books that we believe should be at the shelf of every customer support read more »

The Pros and Cons of Web Chat Customer Support

Web Chat

With the Internet providing a number of new feats man can possess, tasks are made easier to achieve. Such can be said about customer support, especially with the arrival of web chat. Web chat mainly aims to expose a company’s helpdesk services to the Internet market. With that, it becomes more accessible. It may not be your option for now, but that’s because you are unsure of its benefits and downsides. You have to learn them, and these are the read more »

Cross Channel Communication: How can It Help your Sales Team?

Cross-Channel Communication

Cross channel communication is an approach to optimize corporate revenues and boost operating performance through customer-focused messages across all available networks on a unified platform. Thus, integrated messaging can be made accessible in all sorts of online tools such as E-mail, direct mail, social media, texting, bill messages and so on. In cross channel communication, each message reinforces the next one, calling the target audience to take action. The result is a choreographed, orchestrated, and personalized marketing strategy. Hence, this read more »

Back-to-Basics! The Four Fundamentals of Successful Customer Retention

Customer Retention

Customers are the jewel of every company. They define every aspect of the company from form to function. Even the company’s strategies depend primarily on the customers. Without them giving the company hints on what they want, the company has no way of knowing what to do. So as a solution, they reach out. Online platforms such as social media and company forums continue to usher in boatloads of data for CRM Analytics while internal operations are also enhanced for read more »

Know thy Customer: Apply CRM Analytics Now!


A company and all its members should always be in touch with their customers. Understanding their concerns must be of utmost importance for company executives and leaders, considering factors of overall satisfaction and key customer care call center profitability. It is for this reason that managers track the developments of his team’s operations by answering questions like “Are the agents able to handle irritated customers correctly?” “Are we constantly innovating according to the trends and developing technologies?” “Is the Customer read more »

Outsourcing 101: 5 Ways to Effectively Motivate Your Offshore Team

Offshore Team

If you’re one of the managers of a company that offers call center outsourcing, you’ve probably wondered how you can successfully motivate your offshore team. This is a legitimate concern, for it is indeed difficult to keep people passionate about their work when you don’t even have face-to-face interaction with them. Linda Lucas, a psychologist from the New-York based Lucas Research International, asserts that “human resources, and not technology, are a company’s prime asset.” Thus, it is essential to invest read more »

5 CRM Experts who can Change the Way we Look at the Industry


The past years, we have seen the Internet change the way companies create their CRM strategies. The fast growth of technology has drastically changed consumer behaviour, pushing companies to rethink the way they communicate with customers and collect data about them. This is why it’s important for CRM practitioners, journalists, consultants and analysts to keep ahead of the game. In order to provide quality call center outsourcing services, you need to know how to fully utilize technology and the Internet. read more »

Back-to-Basics! The Three R’s of Successful Customer Service

Business Success

There are many processes behind businesses, big or small. Some institutions have a large body of employees, while others rely on a handful of well-trained individuals. And these staff has different shoes to fill whenever at work – as front office or back office services per se. We here at SPi Global have an abundant knowledge on the purpose and function of back office services, so believe us when we say that it is not as simple as it seems. read more »

The 5 Most Common Problems in Call Centers – and how to fix them

Call Center Problems

All businesses require good helpdesk services in order to succeed because it is essential for a company to know how to nurture its relationship with consumers. Hence, the call center industry is booming, with many new corporate entrants taking on such positions every year. However, it is also one of the most problematic industries out there. Call center agent positions pay well, but they are physically tiring, mentally draining, emotionally painful, and may even be psychologically scarring given the schedule, read more »

5 Tips in Creating and Maintaining a Positive Call Center Culture

Happy Workforce

Call centers can generally be rather toxic places to be in. The round-the-clock shifting schedule can tax agents physically and mentally, and meeting difficult customers can affect them emotionally and psychologically. Thus, the people behind helpdesk services can often be exhausted, angry, and depressed. With the growing need for such services, however, call centers are increasingly important to the business world. Thus, maintaining a positive call center culture is crucial, and it can be done in the following five ways: read more »