Meanwhile, in the Philippines, the IT and Business Process Association of the Philippines (IBPAP) will start its midyear reviews of the industry next year. The said review will evaluate the performance in terms of revenue and head count of businesses in the industry.
According to a report by Philippine Daily Inquirer, IBPAP president and CEO Rey Untal explaining the purpose of the review, saying that this move is expected to give the industry to “self-correct” if needed. Untal said that this was a departure from the previous review schedule, which was every end of the year.
He said that “to become smart and practical” is a must despite unpredictable developments.
“What we have right now is a yearly reckoning. That’s one of the things I’m trying to work out. Let’s have a middle of the year assessment. We shouldn’t learn about how we did revenue-wise and headcount-wise when the year is almost over,” he said as quoted in The Philippine Daily Inquirer.
The slow infusion of new developments in the IT-BPM industry has led in making the decision. According to the Philippine Statistics Authority, there are registered investment pledges in seven investment promotion agencies in the first quarter, which dropped 34 percent or from 6.43 billion to P4.18 billion.
Untal regarded, as quoted in The Philippine Daily Inquirer, the decline “to a certain extent to not what’s happening now but what’s happened before," citing the anti-western rhetoric of President Rodrigo Durete last year.
“In our job, there is a performance evaluation. You need a performance evaluation that is more frequent. We need to understand that the industry is very big. To gather these numbers takes some effort,” he added as quoted in The Philippine Daily Inquirer.
A scheduled, more frequent review will definitely help improve the industry in many ways since it can trace what are the things that went wrong, thus giving a chance to businesses to change their ways. Contact centre outsourcing businesses should also make evaluations from time to time to check up the business and its agents.
Publish Date: August 4, 2017 5:00 AM
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
|How Knowledge Base Technical Support Matures and Moves with the Tech Economy||January 11, 2018 5:00 AM|
|Why Businesses Prefer CRM Powered Customer Service When it comes to Outsourcing||January 9, 2018 5:00 AM|
|Inbound Sales How Analytics and Business Intelligence is Changing the Game||January 5, 2018 5:00 AM|
|Outbound Sales: How Analytics and Business Intelligence are Changing the Game||January 3, 2018 5:00 AM|
|Holidays 2017: Dishing Out Awesome Customer Support||December 21, 2017 5:00 AM|
|Holiday: How to Ramp Up Your Customer Service||December 11, 2017 5:00 AM|
|How Digital Content Can Help Boost Your Customer Support Platform||November 23, 2017 5:00 AM|
|Key Resolutions for better Customer Experience in 2018||November 22, 2017 5:00 AM|
|Contact Centres Pushing Philippines IT-BPM in Global Outsourcing||November 13, 2017 5:00 AM|
|Halloween 2017: How Your Customer Service is SCARING Away Your Customers||October 30, 2017 5:00 AM|