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Welcome to our Blog

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May 24, 2018 Global ResponseNo Comments

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, below. In our last series, we talked about Benefit #3: looking at
   more

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May 24, 2018 Global ResponseNo Comments

Benefit 3: Real Time Analysis Provides Efficiency Gains of Workforce Management

Our Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, continues today with Benefit 3: Real-Time Analysis Provides Efficiency Gains. Yesterday, we focused on Benefit 2: Boosts Effectiveness
   more

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May 23, 2018 Global ResponseNo Comments

Benefit 2: Boosts Effectiveness by Aligning Schedules of Workforce Management

Earlier this week’s latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, we spoke about Benefit 1: Forecasting Drives Service Levels.  The second of five benefits of Workforce Management (WFM)
   more

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May 22, 2018 Global ResponseNo Comments

Benefit 1: Forecasting Inventory Optimization of Workforce Management

Contact Center staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM), the focus of our Best Practices series this week, is the discipline used to
   more

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May 14, 2018 Global ResponseNo Comments

Seek Commitment to Implement Net Promoter Score

Setting up a Net Promoter Score system in your business is a process that goes well beyond simply asking the single NPS question, On a 0 to 10 scale, how likely is
   more

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April 6, 2018 Global ResponseNo Comments

Tip 5: Honor the Customer Wishes For Customer Retention

The last tip in our Best Practices series about Customer Retention in the Contact Center, Tip 5 discusses how to honor the customer’s wishes. Thursday’s blog looked at Tip 4, offering appeasements.
   more

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April 5, 2018 Global ResponseNo Comments

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 follows. Wednesday’s Tip 3 focused on creating opportunities to ‘save a customer.’
   more

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April 4, 2018 Global ResponseNo Comments

Tip 3: Create Opportunity to “Retain Customers” for Customer Retention

Our Best Practices blog on customer retention strategies in the contact center moves to Tip 3, Create the Opportunity to ‘Retain Customers’ which follows. Tuesday’s blog focused on Tip 2: Design Customer
   more

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April 3, 2018 Global ResponseNo Comments

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 Tip 2, below, in this week’s Best Practices series. Monday, we looked
   more

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April 2, 2018 Global ResponseNo Comments

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 to retain them. Businesses fight fiercely to keep customers, knowing that their
   more

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March 16, 2018 Global ResponseNo Comments

Point 5: Organize Road Map to Tech-Support Ticketing Systems Success

In this week’s Best Practices series, we’ve been discussing Tech-Support ticketing systems. Today’s blog on Point 5 focuses on the capacity these systems have to organize customer information with your best ticketing
   more

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March 15, 2018 Global ResponseNo Comments

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 ticketing systems support cross-channel communication. Prioritizing and explaining the use in assigning
   more

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March 14, 2018 Global ResponseNo Comments

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 week’s Best Practices blog. Tuesday’s blog explored Point 2 on reporting and
   more

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March 13, 2018 Global ResponseNo Comments

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 is Point 2: report and improve data quality, which follows. Our last
   more

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March 13, 2018 Global ResponseNo Comments

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 center client the ability to see the big picture view of tech-support
   more

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March 2, 2018 globalNo Comments

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:
   more

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February 16, 2018 Global ResponseNo Comments

Tip 5: Quality Assurance For Designing a Winning Chat Program

The last installment of our Best Practices blog series on Designing a Winning Chat Program for the contact center, Tip 5, discusses quality assurance for chat. Tip 4 on Thursday focused on workforce
   more

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February 15, 2018 Global ResponseNo Comments

Tip 4: Appropriate Forecasting to Designing a Winning Chat Program

Forecasting is just as critical to your contact center chats program as to any other channel. Today’s Tip 4  of our Best Practices blog on Designing a Winning Chat Program, touches on
   more

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February 14, 2018 Global ResponseNo Comments

Determine Number of Chats for The Best Winning Chat Program

The task of how to determine the number of chats a contact center Brand Specialist can handle at a time is a function of several elements, including the quality you want to
   more

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February 13, 2018 Global ResponseNo Comments

Tip 2: Meter Volumes for Designing a Winning Chat Program

The second tip in our Best Practices blog series about designing a winning chat program, which follows, suggests taking the opportunity to meter volumes.  Tip 1 in Monday’s blog encouraged you to consider
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