Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Content Moderation Performance Improvement Strategies
Well-performing content moderation is the backbone of success for digital enterprises across diverse sectors, including social media, gaming, e-commerce, travel and hospitality, and finance. Enhanced moderation efficiently shields users from exposure to harmful or inappropriate content, growing engagement and bolstering brand perception. Employing relevant metrics is imperative to achieving these desirable outcomes. However, the crucial next step involves translating insights from these indicators into actionable strategies, ultimately aiming [...]
Trust and Safety in the Hyper-growth phase
Companies often experience rapid growth for various reasons, including favourable economic conditions, disruptive technological innovations, or insightful organisational management strategies. When expanding, they must ensure that their Trust and Safety measures are effective and more robust to handle new challenges efficiently. The expansion brings more interaction channels, a more extensive consumer base, increased engagements, and heightened cybersecurity risks and threats. Overcoming them requires a strategy and resources necessary [...]
The Operations Manager’s Guide to a Successful BPO Relationship
At a Glance The Operations Manager plays an important role in navigating the complexities of partnering with a Business Process Outsourcing (BPO) provider. From selecting the right partner to establishing effective communication channels, ensuring alignment with organisational goals, and driving innovation throughout the partnership lifecycle, these tasks require strategic insight, operational acumen, and proactive management. These make the Operations Manager a prominent persona, significantly contributing to the [...]
BPO Destination Guide: Discover the Vibrant Business Environment of Portugal
Portugal, a compact yet strategically positioned nation at the western edge of Europe, has emerged as a premier BPO destination, providing exceptional outsourcing solutions for global brands. The country's strength resides in its skilled workforce, modern infrastructure, cost-effectiveness, rich cultural heritage and stable political and economic environment. This all makes Portugal a perfect place for reliable and secure BPO services. Whether companies are looking to establish nearshore operations [...]
The Ultimate Guide to Trust and Safety
Trust and Safety (T&S) should be a top priority for many digital businesses to navigate complex cyber threats, manage increasingly spreading user-generated content, and comply with evolving regulations, typical determinants of today's digital landscape. However, developing an effective T&S strategy demands innovation, technology integration, and skilled talent. Yet, the rewards are substantial, including improved trust, brand reputation, legal compliance, and customer loyalty. Despite initial costs, prioritising Trust and [...]
Content moderation vs censorship: How to tell the difference
Introduction Why People Confuse Content Moderation with Censorship Understanding the Difference: Content Moderation and Censorship Preventing Users from Feeling Silenced: Effective Strategies to Achieve This The Role of Content Moderation in a Global Context What to Consider When Outsourcing Content Moderation Conclusion Introduction The rise of digital services and social media platforms has created vast opportunities for unprecedented connectivity, content sharing, and [...]
7 Acronyms your Call Center must Embrace – and Ace
Introduction A Crash Course in the Seven Acronyms That Matter Most to Your Call Centre Learning Management System (LMS) First Call Resolution (FCR) Net Promoter Score (NPS) Customer Satisfaction (CSAT) Voice of the Customer (VoC) Key Performance Indicators (KPIs) Business Continuity Plan (BCP) Conclusion Introduction Within the dynamic call centre landscape, adeptly navigating the complexities of evolving customer interactions has become a multifaceted challenge. Consequently, strategically deploying relevant [...]
BPO Destination Guide: Welcome to the Philippines, the BPO Hub of Asia
Introduction The Philippines as a Premier Global BPO Destination Key Locations A Short History of the Philippines Outsourcing Journey Filipino Outsourcing Use Cases The Philippines at a Glance Introduction In the global BPO landscape, the Philippines stands out as an excellent destination, blending a broad range of benefits for companies seeking unparalleled outsourcing opportunities. This mainly covers the [...]
What is AI content moderation?
Introduction Understanding AI Content Moderation The Evolution of Content Moderation How AI Content Moderation Works Types of AI Content Moderation Techniques Advantages of Using AI for Content Moderation Challenges and Limitations of AI Content Moderation The Future of AI Content Moderationation Conclusion: What is Worth Remembering Introduction In the digital era, when people increasingly engage in virtual social life and numerous user-generated [...]
Content Moderation: Problem of Humour in Social Media
Introduction What is the Role of Humour in Social Media? How Complex is Moderating Humour? How does Humour Impact the Marginalised Groups? How Can Platforms Better Moderate Humour? What are the Regulatory Challenges with Humour? Conclusion: What is Worth Remembering Introduction Humour can be found all over social media, playing a mix of positive and negative roles. It is highly effective in [...]