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
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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
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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
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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
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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
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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
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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
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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
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One Simple Way to Boost Agent Utilization: Social Media Customer Service
There’s a new way to get an even better return on your investment in dedicated agents at your outsourced contact center. The percentage of each working hour an agent spends interacting with
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Product Training’s Big Pay-Off: Increase Sales, Reduce Returns
Product training for your call center agents is not a one-and-done thing. If you have an extensive product line that changes with the seasons, the time you invest in training your call
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How to achieve business practice efficiency: BPO outsourcing for accuracy and economy
Think of the in-house resources you’d need to handle the task of entering and auditing information for 10,000 sales contracts per day. For starters, you’d need to budget for office space, employee
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How to foster customer loyalty with service, not lowest prices
A recent report from CFI Group, “Call Center Satisfaction Index (CCSI) 2011,” quantifies the impact call centers have on customer satisfaction and loyalty across eight industries. It compares industries on many criteria,
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Case study: Call center business intelligence in action – Part 3
To get specific about how a call center can partner with a client to deliver valuable business intelligence, we asked Sonja Wanner, one of our most-experienced Global Response account managers, to describe
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Five steps to evolving a partnership for business intelligence – Part 2
Brand Care Representatives at a call center like Global Response are on the front line with prospects and customers, and the feedback they gather on website usability, products, brand, promotions and more
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How to gain business intelligence from your call center – Part 1
Unlike such interactions in stores, call center interactions are all documented, thus creating a huge volume of data that can be analyzed for trends, patterns and insights. If you’re not already, you
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Turn prospects into customers with appointment-setting
Once prospects express an interest in your product, how do you get them to take the next step and show up at your store? By working with your call center to set
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Why Social Media Customer Care Through Outsourced Contact Center Matters
More and more customer service inquiries are posed to brands through social media. Why, then, do 96% of brands focus solely on advertising and public relations with their social media strategy? The
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Shared vs. Dedicated: Which Is Right for You?
Should you use dedicated agents, shared agents, or a combination of both at your outsourced call center? The answer depends on such factors as what your call volume is, what your budget
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The upside of upselling: how to increase AOV and boost revenue
Order-taking is an important service your outsourced call center provides, and doing it well reinforces a positive brand image. Keep in mind, though, that you can ask your call center to go
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No lead left behind
Not all leads are created equal—some are prospects who have the means and motivation to buy your product; others aren’t. Being able to quickly and correctly determine which is which is essential
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