Customer Service Roundup: Engaged Customers Engage Associates

August 6, 2018 12:18 pm
Margie Plunkett

Apply these top techniques to get better engaged customers Engaged associates and engaged customers are at the heart of several articles recently that explore the relationship between the two groups in the contact center. Here are summaries of three that focus on how to engage associates for better customer satisfaction. 5…

Join the Global Response Team; Come to Our Job Fair June 2

Global Response, The Brand Call Center, is hiring more than 200 Customer Service Representatives for our Margate call center.  Candidates…

May 31, 2018 1:21 pm

Benefit 4: Operations Management Provides Reporting of Workforce Management

Benefit 4 of this week's Best Practices series, "5 Benefits of Workforce Management (WFM) for the Contact Center", explores reporting,…

May 24, 2018 12:30 pm

Case study: Call center business intelligence in action – Part 3

To get specific about how a call center can partner with a client to deliver valuable business intelligence, we asked…

April 24, 2018 3:27 pm

5 Tips for Customer Retention in the Contact Center

Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure…

April 7, 2018 8:00 am

Tip 4: Offer Appeasements For Customer Retention

Today's Best Practices blog on Customer Retention in the Contact Center explores how to offer appeasements in Tip 4, which…

April 5, 2018 2:23 pm

Operations Summit 2018 picked up the talk on AI, Chatbots

Operations Summit 2018 kept the conversation going April 3-5 on a host of topics of interest in contact centers and…

April 4, 2018 5:46 pm

Tip 2: Design Customer Experience Transformation for Customer Retention

Customer Retention strategies can be facilitated in the contact center by designing transformational customer experiences. This is the focus of…

April 3, 2018 10:24 am

Tip 1: Be Proactive in Customer Service for Customer Retention

Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure…

April 2, 2018 8:00 am

5-Point Road Map to Tech Support Ticketing Systems

Ticketing systems document, identify and categorize customer interactions by the nature of the call, giving the contact center client the…

March 17, 2018 8:00 am

Shoptalk 2018 Set Up in Las Vegas

Shoptalk 2018 ran from Sunday, March 18 through Wednesday, March 21 in Las Vegas. Organizers say they combined their U.S.…

March 16, 2018 4:43 pm

Point 4: Prioritize the 5-Point Road Map to Tech Support Ticket Systems

Global Response's Best Practice blog this week explores tech-support ticketing systems in the contact center. Yesterday, Point 3 discussed how…

March 15, 2018 8:00 am

Point 3: Provide Cross Channel Support for 5-Point Road Map Success

A tech-support ticketing system supports communication across more than one channel, which is discussed below in Point 3 of this…

March 14, 2018 8:00 am

Point 2: Report and Improve Data Quality For 5 Point Road Map Success

The second installment of our Best Practices blog focusing on the 5 Point Road Map for tech-support ticket system success…

March 13, 2018 1:00 pm

Point 1: Document and Route Customer Interactions For 5 Point Road Map Success

A tech support ticketing system documents, identifies and categorizes customer interactions by the nature of the call, giving the contact…

March 13, 2018 10:45 am

Invest in Training to Build the Right Business Culture

This week's Best Practices blog, 5 Tips to Build the Right Business Culture, looks at the essential nature of providing…

February 27, 2018 8:00 am

Tip 1: Select the Right Candidates to Build Business Culture

Good organizations are built around good people. Beyond the dollars and cents of recruiting and training candidates, appreciating the knowledge…

February 26, 2018 11:59 am

Step 3: Solve and Deliver Positive Net Promoter Score (NPS)

The third step in our Best Practices series on a strategy of driving Net Promoter Score using the elements of…

February 21, 2018 8:00 am

5 Steps to Conducting Panel Interviews. Step 3: At the Interview

Panel interviews give the contact center another tool to use when recruiting and selecting candidates for Brand Specialist positions. Yesterday's…

February 7, 2018 8:00 am

5 Steps to Conducting Panel Interviews. Step 2: Make Introductions

The standard process call centers use to interview candidates is a one-on-one interview. But panel interviews are an important supplementary…

February 6, 2018 8:00 am