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 efficiencies
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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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5 Tips for Engaging Your Team with Motivational Games
Using games in the contact center can change associates’ behavior, by boosting motivation, engagement and performance. More importantly, it creates fun! Games can even be used as a wanted distraction during more
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Customer Service Week 2018: Excellence Happens Here at Global Response
The theme of Customer Service Week this year – which runs from Oct. 1 through 5 – is “Excellence Happens Here.” It celebrates the point where customer and service professionals meet, says
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NRF’s Shop.org 2018 conference focuses on winning key audiences
The National Retail Federation features world champion tennis player and fashion entrepreneur Serena Williams and sessions on artificial intelligence at its Shop.org 2018 conference in Las Vegas this month. Winning key audiences
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Contact Centers Evolve from Multichannel to Omnichannel to Unified Commerce
Modern commerce in the contact center has transitioned through Multichannel into Omnichannel, beginning its evolution from siloed sales channels to a total re-architecting of the customer relationship on the backdrop of an
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5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation
This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your
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5 Tips for Structuring a Successful Contact Center QBR. 4: Map Your Strategy
The fourth tip in this week’s Best Practices blog, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), is: Map Your Strategy, which follows. Wednesday’s Tip 3 was: Examine performance with
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5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance
The third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog
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