There are many things that contribute to the reputation of a company, and the customer service they provide is a huge part. While there are many facets of the overall customer service
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There are many things that contribute to the reputation of a company, and the customer service they provide is a huge part. While there are many facets of the overall customer service
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The customer service that a company provides is one of the most important things they can focus on. Every year, companies nationwide lose billions of dollars due to poor customer service tactics.
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When a business reaches the point where they can no longer handle the volume of customer service inquiries alone, they begin to look for a call center partner. At Global Response, we
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The goal of customer care is to always provide clients with the best possible experience. There are many ways to reach this goal and continually improve. New procedures can be implemented, current
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Developing a brand experience that will foster loyal customers is a key element in any successful business. Of course, customer service plays a big role in this. A company’s customers will speak
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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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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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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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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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#1: Evaluate Brand Specialists During the Interview Process Give new hires an opportunity to demonstrate key skills in their interview. This can range from skills assessments to personality tests to role playing
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What does the human touch mean to customers when they call the contact center? Direct contact with a human is luxurious. It comforts, engages and gives the customer a personalized experience, according
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When considering whether to obtain contact center outsourcing services for your company, you have questions. How would my business and customers benefit from a call center? How will it impact my bottom
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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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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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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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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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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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In preparing your contact center Quarterly Business Review (QBR), the topic of our weekly Best Practices blog, design an effective approach that encompasses the required scope. Tip 2, which follows, suggests a past-present-future
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A Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. A QBR tells the story of an account’s quarterly
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The final installment of our latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, is Benefit 5: Brand Specialists Leverage Data, below. The focus of our last blog
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