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
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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
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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)
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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
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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
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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.
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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.’
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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