Improving Customer Care Operations Through Technology

Competition does not only fuel product development. Significant changes and progress in customer care operations have subsequently been encouraged by companies’ adoption of a unique set of techniques for handling customer problems. Corporations have realized the importance of ensuring a satisfactory customer experience. Great customer service can translate to better sales, and customer retention and loyalty can be managed more effectively if organizations begin implementing and introducing methods that enhance relationship with the consumers.

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Various technologies have been disrupting traditional market dynamics. Customer care’s landscape has been affected considerably by the widespread use of innovative systems and strategies. If companies refuse to transition to a more robust setup, failing to address emerging consumer demands, they are throwing away an opportunity to establish a formidable market presence.

Streamlining customer communications is just as important as using all the available technology. Without a clear structure of communication lines for customer support and relations, improvements won’t be properly executed. Email, chat, social media sites, and other tech channels should have an integrated feel to them so that customers can both have a wide range of choices and a reliable platform of solutions.

Businesses should start investing in data processing software that can be utilized in key aspects of customer care operations like management of customer relationship and big data analytics to be able to understand various customer experience patterns. This can provide the company an edge when it comes to anticipating clients’ needs.

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Eddie O’Brien is the CEO of the Americas at Arvato Bertelsmann, overseeing the multibillion-dollar BPO services provider’s operations in the U.S., Canada, and Latin America. Prior to his current designation, he had worked for Microsoft. His most recent position had been Vice President World Wide Operator Channel, which he held from 2011 to 2014. To learn more about his professional work, visit this page.

Improving Customer Care Operations Through Technology

Top Microsoft Products That Defined Computing Technology

Microsoft might not have initially ventured into the hardware computing industry where a great deal of key players in the history of this technology created waves with the sophistication, complexity, and reliability of their machines that forever changed the enterprise. But as early as Alan Turing’s time, the conception of the modern computer rested on a set of programmable instructions. The software, inevitably, is an integral (even dominant) part of the development of computing.




Even if Microsoft finally decided to dive head-on with Xbox and Surface, primarily, it is still a company that successfully built its entire business on computer software and services. Here are three of the foremost products that revolutionized our experience with computers:

Visual Basic

This ingeniously simple and “basic” product might not ring a bell with the garden-variety user, but it was one of the simplest programming languages with efficient graphical toolsets that helped any budding developer in the 1990s to create apps for the platform. It democratized programming that was originally reserved for specialists.

Windows 95

Windows 95 was a culmination of Microsoft’s earlier experimentations and attempts to develop a graphical adjunct to MS-DOS. Sure, this one looks terribly old to young ones, but it initiated a lot of things people take for granted now. It liberated users from the cumbersome interface and functions of DOS and introduced them into the more streamlined approach of the GUI (Graphical User Interface). Not only did it feel more natural for non-programmers to interact with menus or icons, but the addition of the iconic “Start” button was an organizational flair that deserves a thumbs up.




Office 365

Microsoft enhanced the productivity software field with the introduction of Office 365, which bundles together services and software through a subscription model. The product solves a lot of the flexibility and optimization issues of old Office programs. There also seems to be an effort to embrace new trends like file sharing, cloud computing, and multi-platform support.

Eddie O’Brien has worked as a top executive for multinational corporations like Arvato Bertelsmann and Microsoft. For more information on his work, visit this Facebook page.


Top Microsoft Products That Defined Computing Technology

Why Should Employers Consider Applicants With Diverse Work Experience

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A few years ago, fresh graduates were usually instructed to specialize and focus on one field. While such advice has helped many, some people succeeded even with a diverse work experience. In this generation of young professionals, the number of so-called “career jumpers” are increasing, suggesting that most of these people are no longer anxious when it comes to switching jobs.

Given their lack of focus and expertise, why should employers consider applicants with diverse work experience? Here are some reasons:

These professionals have gained different skills.

An applicant with experience in retail and healthcare can help a management firm in another aspect of business compared to someone who has been working in the same field all his life. Despite lacking technical knowledge, the skills an applicant gained from other industries may help the company when it comes to drawing up new strategies or services. Bringing in new talent to work with experienced industry movers can produce better results. It can also expose the team to other approaches and processes that can be helpful in the long run.

They are also more willing to be trained.

The so-called “career jumpers” are aware that they are skilled in a lot of things but lack expertise. This makes them willing to be trained compared to those who have been working in the same industry for many years. Working in a new field makes them more attentive, helping them acquire new skills in a short span of time. When these professionals’ potentials are harnessed, they might decide to eventually focus all their energy and specialize in one field.

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They approach matters with a wider perspective.

Hiring a person with a different set of skills and experience can provide more insights to a team. With the same training, a team is only exposed to the same methods and resources. Having a fresh talent in the mix can help others approach problems with a different perspective that they might not have conventionally learned.

When it comes to hiring applicants, it is also important to look at the work ethic and achievements. Combining these factors with a person’s skills will determine if they are ready to take on the job.

Edmund O’Brien is a certified public accountant and serves as the CEO of the Americas at Arvato Bertelsmann. He has previously held executive positions in Arvato partner Microsoft from 1999 to 2014. Follow this Twitter page for similar updates.

Why Should Employers Consider Applicants With Diverse Work Experience

Why work at a multinational, multicultural company?

Working at a multinational corporation can be helpful for individuals who are striving to make a mark in their chosen careers. It helps them earn a decent salary, achieve work-play balance, and gain deeper industry knowledge. It also helps them become more competitive. There are many other reasons for joining multinational and multicultural companies such as the following:

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Increased marketability to employers

The global workplace seeks global-minded individuals. With a lot of employers expanding their operations into new territories, work experience in a multinational and multicultural company is a plus for recruitment. Having international experience makes an individual more attractive to potential employers. Moreover, these candidates may be considered to head operations in overseas sites.

Exposure to different customs and cultures

A great thing about working for multicultural companies is experiencing different cultures and customs. Aside from interacting with workmates from all over the world, individuals will learn a lot about local history, language, work culture, religion, politics, and more. It opens one’s mind to different possibilities.

A chance to work with some of the brightest people

Who does not want to be smart? Individuals employed by multinational companies collaborate with some of the smartest people of their generation. Learning is constant in a multinational working environment.

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Edmund O’Brien is a citizen of the world. Originally from Ireland, he is now a U.S. citizen who has worked with a lot of multinational organizations. Learn more about his professional work by visiting this LinkedIn page.

Why work at a multinational, multicultural company?

Off The Plate: Reasons Companies Outsource Services

Decades ago, companies were particular about who runs their business. There’s always an in-house accountant or payroll staff, sales manager,or even an IT personnel.Even if the company does not specialize in accounting or IT,such processes,no matter how inefficient, are kept in-house.

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But a few years ago, outsourcing has become a trend. Many big and small companies are outsourcing some of their major functions to efficient service providers. Outsourcing is the strategic use of resources (or workers) outside the company to perform tasks that previously handled by internal staff. Outsourcing has become routine part of operations in certain industries, and a lot of companies benefit from outsourcing their services. Here’s why companies choose to outsource.


Better industry focus

Companies can focus on their core businesses when they outsource. Many companies fail because their workers are distracted from improving main products and services by administrative tasks. By outsourcing services (e.g. IT, accounting, sales, recruitment), companies can leave the job to the specialists while they remain focused at work.


Outsourcing is cost-efficient because companies will only have to pay the service provider as they do work. Having in-house staff members can be expensive, as they will have to be paid even if there’s not much work to do.



Specialized services

Outsourcing agencies specialize in what they have to offer. They can can handle complicated services without disrupting the host company’s operations.
Eddie O’Brien is a certified public accountant, currently serving as the CEO of the Americas at Arvato Bertelsmann. Visit this page to learn more about his professional work and other similar reads.

Off The Plate: Reasons Companies Outsource Services

Handy Accounting: Mobile Apps For Accountants On The Go

For decades, accountants relied on handwritten ledgers with computers slowly crawling in as a must-have in the office. With the advancement of technology, knowledge in software like QuickBooks and Excel are considered essential for accountants.

These days, many accountants have their ledgers and account records on the palm of their hands—specifically, in their ubiquitous mobile phones. Here are some mobile apps that are great for accountants and other finance professionals.

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FreshBooks is a great way for accountants to make invoices, file taxes, organize expenses, and track receivables. Available for free on mobile for FreshBooks subscribers, it also allows clients to make fast payments via credit card, e-checks, and PayPal.


Mint may be tagged as a personal finance app, but it is also useful for small business accountants and entrepreneurs. Users can add bank accounts and credit cards, and the app will help automate recorded transactions through easy-to-read graphs.

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QuickBooks now comes in a mobile edition. Just like its desktop version, it offers accounting tools to help users manage and track their finances. While it comes with a free 30-day trial, users who have active subscriptions to QuickBooks may get the app for free.

Eddie O’Brien, a certified public accountant, currently serves as the CEO of the Americas at Arvato Bertelsmann. Prior to that, he spent years working for Microsoft. Visit this blog for related updates.

Handy Accounting: Mobile Apps For Accountants On The Go

Predictions And Industry Shifts: CRM Trends For 2017

When people know future challenges to expect, they usually feel some levels of confidence that they could thrive in whatever situation. When the time comes, these people with foresight know how to react.

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The ability to infer future trends is also an important aspect of business. It’s quite tricky, but there is a method to it. Customer relationship management (CRM) allows a high level of market anticipation in highly competitive environments, where retaining customers is integral to survival.

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AI-based bots will occupy a prominent role in customer relationship management in years to come. Businesses are burdened with huge amounts of data. Sifting through the noise in order to find relevant information is a herculean task. With the amazing rate of data growth, the burden only grows exponentially. Machine learning and predictive algorithms are developed to eliminate the guesswork in marketing decisions, leading to campaigns which are innovative, creative, and exciting.

Another emerging trend in customer relationship management is contextual CRM. More often than not, consumers view adverts as annoyances. To boost their appeal, products need to be marketed as a “best-friend brand.” This can be achieved with hyper-targeting, catering to micro-segments of customers, and giving the right messages to the right customers at the right time. This is the bread and butter of contextual marketing.

Edmund O’ Brien is the CEO of the Americas at Arvato Bertelsmann, overseeing the growth and execution of a multibillion-dollar business that delivers a host of BPO services including SCM, CRM, financial and IT solutions. To know more about him and his industry, visit this page.

Predictions And Industry Shifts: CRM Trends For 2017