Contact center industry news in the past month has included articles that have examined the relationship of customer service to customer experience, as well as attitudes on how artificial intelligence will be
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KPI 101: Metrics every call center should know
Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs)
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3 Strengths of a Domestic Outsourcing Partnership
You ran the analysis, conducted the research and made the decision to work with an outsourced contact center partner. Next is the second most important decision of your contact center journey: choosing
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Global Response to exhibit at IRCE@RetailX show
Outsourced contact center will be at Exhibit 852 at the conference The Internet Retailer Conference and Exhibition is joining this year with two other trade shows to create IRCE@RetailX at Chicago McCormick
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Global Response Welcomes Strasburg Rail Road
New call center client is a top tourist destination; runs train excursions Global Response, The Brand Call Centers, announced the signing of its new client, Strasburg Rail Road, a top tourist destination
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ICMI Contact Center Expo features 75+ sessions
Global Response is Exhibitor 521 in Expo Hall, and an ICMI Awards finalist The ICMI Contact Center Expo is coming to the Fort Lauderdale area soon – the conference is at the
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Top 5 Benefits of Outsourcing Ecommerce Customer Service
Customer service is one of the most important aspects of a business seeking growth and success. Companies strive to differentiate themselves from their competition, and providing comprehensive care to their customers keeps
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Global Response exhibits at ICMI Expo
Four inspiring featured keynotes, awards celebration on Expo agenda The description of keynote speakers for the ICMI Contact Center Expo in Fort Lauderdale alone is enough to inspire prospective conference-goers to both
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Top picks: Sessions, tours at Ecommerce Operations Summit
The Ecommerce Operations Summit 2019, set to take place at the Greater Columbus Convention Center in Ohio from April 9-11, offers “insight and ideas to help your entire direct-to-consumer operations achieve
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Two awards programs name Global Response finalist
Global Response, The Brand Call Centers, has been named a finalist in two 2019 awards programs, sponsored separately by ICMI and ContactCenterWorld. “We are honored to be recognized,” said Global Response Co-CEO
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Project Management Professionals: Certification Matters at Global Response
Project management is a very important skillset at an outsourced call center. The success of client implementations, software integrations, IVR updates and marketing campaigns depend on the professional at the helm. Today,
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Busting the 3 Biggest Outsourcing Myths About Ecommerce Customer Service
As production and operations costs flatten, the most effective differentiator in ecommerce retail has quickly become customer service. The demand for a consistent, seamless and branded omni-channel experience is officially the cost
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Global Response gets a glimpse of the future at Shoptalk 2019
Retail’s future will unfold at Shoptalk, the conference that explores the latest trends, technologies and business models in the industry, when it opens in Las Vegas March 3-6, 2019. The Global Response
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Global Response Visits Ohio State University
Earlier this month the CEO of Global Response, Wendy Leuchter, braved the cold and snow to meet with students from Fisher College of Business at The Ohio State University. Through a partnership
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6 Considerations When Choosing an Outsourced Contact Center Partner
Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How
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Practice Makes Perfect
Greatness takes time. Every minute of dance performance takes a full day of choreography plus weeks, and sometimes months, of practice. Similar to the choreographer, customer service professionals must dedicate time, thought,
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Optimizing Your Customer’s Chat Experience
Chat popularity continues to increase due to customers’ preferences for immediacy and convenience. According to ICMI research, more than half of the customers surveyed prefer to interact with companies via live chat
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NRF 2019: Retail’s Big Show: Big retailers’ quest for impact
From January 13th – 15th, NRF 2019: Retail’s Big Show brings to New York City more than 37,000 attendees from nearly 100 countries. The three-day conference is a fantastic opportunity for businesses
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Artificial intelligence assisting call center agents with email, chat
Some call center representatives are getting an intelligent assist at Global Response as they email and chat with customers. Artificial intelligence (AI) applications are digesting data and developing chat and email responses.
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Being Memorable Makes A Difference
Great experiences are emotional experiences and emotional experiences are memorable. And, often times, the memory of an experience is more important than the experience itself! At Global Response, we make it our
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