A Business Continuity Plan (BCP) is a fundamental component of ensuring the business can withstand various circumstance that would otherwise disrupt ordinary operations. The Covid pandemic posed unprecedented challenges to business worldwide, and Business Continuity Plans were put to the... Read more
What is Omnichannel Customer service? Businesses and more specifically a business housing call or contact centres, manage customer communication daily. The platforms through which communication is channelled has changed immensely since the days of having only the options of voice... Read more
There is a clear indication as to where the volumes shifts are expected. Social customer care is fast becoming a preferred channel for interaction. If you're in the travel or airline industry, adoption of Social customer care is a must
When you look at the many Mindpearl activities in the past years, it’s evident that our company has become a true incubator for start-ups, small and big.
An efficient leader is some one who : Creates an inspiring vision of the future. Motivates and inspires people to engage with that vision. Manages delivery of the vision. Kuna Sundary from our Head of HR in our Malaysia office talks to us about the qualities of a good team leader.
Employers will want nothing more than to recruit the right employee who will blend in easily, and start creating impact as soon as they are settled in.
Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies Airlines have faced bankruptcies, irregular operations, the effects of regional unrest, and rising oil prices, which lead to... Read more
A Quality Monitoring Program that Counts towards boosting your bottom line – The questions every CEO should be asking in regards to Quality Monitoring of Staff If you have a contact centre, your employees will be familiar with one or... Read more
The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect I read an infographic the other day, called ‘The bottom line cost of bad customer service’, which inspired this article. I would highly recommend reading the infographic for... Read more
How can Outsourcing Address Some of the Biggest Challenges Faced by the Travel and Hospitality Industry? There is never a dull moment when it comes to the travel and hospitality industry. Things are always changing, from disruptions to technology and everything... Read more