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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Best Practices
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
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5 Tips to Build the Right Business Culture in the Contact Center
Good organizations are built around good people. Beyond the dollars and cents of recruiting and training, appreciating the knowledge level and tenure of associates is an important part of culture. It creates
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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:
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Broadcast Opportunities to Build the Right Business Culture
Developing associates’ skills and making them aware of opportunities in the contact center contribute to their engagement. Today’s Tip 4 in our Best Practices blog on building the right business culture tells
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Communication is Key to Build the Right Business Culture
Building the right business culture, the topic of this week’s blog, is based a great deal on building associate engagement. Tip 3, Communication is Key to Retaining Talent, is essential in that
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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 strong training for prospective Brand Specialists as well as recognizing them after
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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 level and tenure of associates is an important part of culture. It
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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 transformational experience is Solve and Deliver, discussed below. Step 2 focused on
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Assess and Consider Positive Net Promoter Score (NPS)
The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the transformational experience addressed Step 1, engaging the customer. Step 2, which follows,
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Listen and Engage to Drive Positive Net Promoter Score
Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that
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5 Tips For Designing a Winning Chat Program
The customer has spoken – and they want to access brands by chat. According to Inc. magazine, 42 percent prefer live chat because they don’t have to wait on hold. Chat core
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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
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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
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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
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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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Tip 1: Provide Rules-Based Chats Designing a Winning Chat Program.
The customer has spoken – and they want to access brands by chat. According to Inc. magazine, 42 percent prefer live chat because they don’t have to wait on hold. Chat core
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5 Major Tips For Conducting Panel Interviews
Call centers conduct one-on-one interviews of job candidates as a standard process. Panel interviews can be effective as a supplement. While the two are similar, a panel interview can draw out candidate
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Select Candidates to Conducting Panel Interviews
You have reached the last step of the process of conducting panel interviews in the contact center – the Best Practices blog we’ve published throughout this week. In Step 4, the blog
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5 Steps to Conducting Panel Interviews. Step 4: Winding Down
Our Best Practices blog on conducting panel interviews moves to Step 4, which focuses on winding down the interview. Step 3 on Wednesday looked at conducting the interview. Step 4. Winding Down
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