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
more
Tip 1: Design Objectives for Developing Contact Center Training
An effective training program ensures a successful transfer of knowledge – about brand culture, products and processes. Providing Brand Specialists with a solid foundation of information helps them daily and throughout their careers,
more
Why Social Media CRM Monitoring Draws Huge Impacts to Brand Improvement
Social media support is most valuable when integrated into your CRM with other channels in the contact center. Yesterday’s Tip 4 explored personalizing responses through social media customer support. Our last tip
more
Personalize Your Brand via Social Media Support For Monitoring
The 4th tip in our Best Practices series on social media monitoring is to personalize responses to customers for better technical support. While you should compile a set of pre-written replies, personalizing
more
5 Powerful Tips To Help Your Brands Social Media Process Run Better
So far in our blog series on social media monitoring in the call center, we focused on Tip 1 – Listening to your customers on social media, and Tip 2 – Responding
more
Why Responding Quickly Using Social Media For Customer Service Succeeds
Customers communicate more frequently on social media today and view it as an instant form of communication. When monitoring social media, know your customers’ expectations and respond accordingly. Yesterday’s Tip 1 was
more
Why Your Brand Should Listen To Its Customers For Better Service Tips
Social media is an integral part of communication for today’s customers. They share opinions on products, services and the enterprises they do business with on social sites. They create reviews and posts
more
Developing call center management: Step 5, The challenge
The candidates you’ve selected to develop for your leadership pool are nearly ready if you’ve been following through Step 4. But providing challenge to candidates, as discussed in Step 5, is critical
more
Developing call center management: Step 4, Skills
Global Response’s blog this week has discussed the steps of developing your internal Brand Specialists for leadership positions. Once your candidates have been selected, observed and shadowed their manager, it’s time for
more
Developing call center management: Step 3, Shadowing
Global Response’s blog this week has discussed Step 1 (Selecting) and Step 2 (Observing) internal candidates you want to develop for leadership positions at your call center. Next is Step 3, Shadowing –
more
Developing call center management: Step 2, Taking note
You’ve completed the process of selecting management candidates to develop from your pool of Brand Specialists (See Step 1 in yesterday’s Blog). Now it’s time to move to Step 2, which follows:
more
5 steps to developing call center management: Step 1, Selection
When you are looking for call center management talent, the first place to identify quality candidates is within your own pool of Brand Specialists. Today’s blog features the first of five steps
more
5 customer service tips for keeping the holidays bright
A customer service agent can go far in helping their call center customers have a cheerier holiday and a great customer experience. The holiday shopping season kicks off on Black Friday, which
more
Callback: Smoothing the ebb and flow
The peaks and valleys of call volume roll through a contact center like waves on the beach. They are a given, day in and day out. We are always on the lookout
more
Prepare your team to scout for a contact center
To begin successful contact center partnerships, brands first need to find the right fit for their needs. The process of assessment and selection is critical to ensure a smart investment. By navigating
more
4 Secrets to Scaling Contact Center Operations
Adaptability is paramount to success in the ecommerce environment, and when it comes to call center management, you must be able to respond quickly and precisely to the factors at play. Whether
more
3 Steps to Superior Inbound Call Center Outsourcing
Inbound calls are the bread and butter of the contact center operation and are a foundational element to your brand’s overall customer service strategy. Even as organizations adopt a digital standard using
more
Are You Using These 3 Powerful Social Media Customer Service Strategies?
Social media platforms may have begun as a way for friends and family members to connect over the Web, but as e-commerce operations have evolved, resources such as Facebook, Twitter and LinkedIn have
more
Six Tips for Managing an Outsourced Call Center Team
Over our 40 years in the industry, the team at Global Response has identified the core concepts for a successful outsourced contact center relationship. These include: 1. Spell Out Your Objectives Be
more
9 Benefits of Social Media Customer Service
Don’t just listen, HEAR your customers. Social media customer service is a complex mix of having the right tools, managed by the right team, with the right resources to hear your customers
more
