The Adopt a School Program is our first major CSR program here in the Philippines and it aims to extend a helping hand by supporting a public school for a period of one year. Read all about our first outreach program at Kapitan Eddie Memorial Elementary School last November.

Over the weekend, during Merlin’s Christmas party here at Hungary, Benjamin was awarded the Employee of the Year, a testament to the remarkable work he’s done around here. This article is written based on our interview with Benjamin.

Speed is the name of the game when it comes to customer service delivery. What exactly are the lasting damages you will dodge by being prompt in your customer service? How important is a fast customer response and how can it strengthen your brand?

Whether we’re aware of it or not, there’s this fear lurking inside of us everytime we send emails. Did we send it to the right person? Did I hit “Reply” or “Reply All”? The fear of the “Reply All” button is real, everyone.

Agents no longer want a big PC in front of them, with fans blurring and the ill feeling of working in a low cost call centre environment. So how long before agents are using a Call Centre Tablet?

Being in this business for over 20 years, Merlin has successfully hired and deployed hundreds of Customer Support employees through the years, and has developed an efficient process of recruiting people. Here are 7 qualities to look for when hiring Customer Support Agents.

We’d like to let you peek into the lives of Merlin employees, and the first one in this series of interviews is Adel Zsurzsan, Merlin’s Business Development Advisor based in the Hungary office.

Many companies do their businesses believing these myths, therefore missing out on a big opportunity to grow, to serve their customers better, and to potentially earn more profit. These Customer Service Myths change the way we look at customer complaints, and give us ideas on how to address them better.

DHL Brazil and DHL Benelux do not only need an IT support team who knows what they’re doing, they needed agents who speak their native tongue—Brazilian Portugese. Because of this specific expertise, Merlin fits DHL’s requirements perfectly.

We put together 7 timeless customer service quotes to inspire you through the week, one quote each day. These are “timeless” quotes because they were spoken by thought leaders from another era, centuries ago, back when there were no help desks and call centers and tech support.