As a company grows, so does the need for additional customer service. When faced with the task of added customer care, there are two routes a company can take. One is to
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How to Build the Omnichannel Contact Center of Your Dreams in 2020
Customer care is a major component of any brand experience. One of the best things a company can do for their business is to set up a process that ensures a high-end
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Analyzing the Benefits of an Omnichannel Contact Call Center
When a company experiences rapid growth, the current practices it has in place may not be enough to accommodate the additional workflow. At this point, considerations must be made in regard to
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Growing Your Business with Outbound Call Center
When the term “call center” is mentioned, many people envision a large building filled with impersonal representatives fielding incoming calls and questions from customers. While call centers do handle inbound calls, this
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Boost Your Sales with an Outbound Contact Center
Call centers are often thought of as companies that specifically handle customer complaints and field inquiries. While this is true, these are not the only tasks that call centers can assist companies
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Does Your Customer Service Experience Game Plan Include Social Media?
Developing a modern, brand-centric customer service game plan is a complex process. Each step and customer contact point needs to be considered. Most companies plan for interactions via phone, email and chat,
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Balance of Human Touch and Automation in a Call Center
When a customer contacts your business, they are counting on your representatives to deliver. It’s important that technology is leveraged to streamline and enhance the customer experience, but it is also necessary
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Converting Customer Complaints into Sales with Call Center Software
When a customer contacts a company’s customer service department, it is often because they are experiencing a problem. Order delays, technical issues and more can be the source of many customer inquiries.
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What does it mean to be a Brand Contact Center?
So much goes into developing a branding strategy for any company. In the past, branding could be thought of as your logo design, the colors you use or the look of your
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Difference Between an Inbound Call Center and an Outbound Call Center
Call centers are an effective and efficient way to make sure customers are able to have a memorable experience. Companies of all sizes partner with call centers for a variety of reasons.
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Domestic Call Center Outsourcing
Businesses of all sizes and industries reap the benefits of partnering with US-based call centers. There are many added benefits in doing this, such as leveraging increased scalability and flexible technology solutions.
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The Training Process at Global Response
When it comes to training our teams at Global Response, we take a unique approach. Global Response is much more than just a call center. We take into consideration all aspects of
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First Call Resolution
There are many Key Performance Indicators to measure when it comes to Tech Support Call Center Outsourcing. One of the most important factors is known as First Call Resolution, or FCR. First
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The 5 Things Inbound Call Center Agents Should Be Doing
At Global Response our teams of dedicated Brand Specialists strive to build positive engagements and customer loyalty with every interaction. From its 45 years of experience working with such a great variety
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Adapting to Changing Circumstances: Benefits of Continuity and Stability
At Global Response, we believe that preparation is key. As new safety guidelines from the CDC are being released and many non-essential businesses are being shut down, Global Response is ready to
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Benefits from Working with a Customer Service Call Center
Global Response believes that a dedicated customer service call center is one of the greatest allies for companies that want to develop a distinct relationship with their customers. It is all about
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The Top 10 Effective Inbound Call Center Metrics You Should Be Tracking
1. Average Speed of Answer Tracking the average speed of answer helps the call center monitor its efficiency by understanding how long customers are waiting to obtain assistance. This KPI is directly
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Tip 5: Reinforce Recognition & Build the Right Business Culture
Our Best Practices blog on Building the Right Business Culture comes to an end today with Tip 5: Reinforce Recognition, which follows. On Thursday, Tip 4 focused on Broadcasting Opportunities. Tip 5:
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