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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Your in-house expert at your outsourced call center: when and why
Your outsourced call center is a frontline in connecting with your customers and communicating your brand personality. Well-trained call center agents do an outstanding job of processing orders, answering product questions, handling
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How to start using social media for customer support
You’ve heard plenty of talk about using social media as a channel for delivering better customer support and you’ve been meaning to look into it. Maybe you’ve been putting off getting started
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Caring for your brand in the social media universe
Social media marketing vs social media support; how your call center fits into your social media strategy. Two-thirds of the world’s internet users are now on social media, and they’re talking about
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How to increase conversion and AOV with live chat
Scott Carlin is a student of the “Magic Moment” in online retailing. He knows when a shopper needs to be left alone and when she wants help – knowing that difference makes
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How to outsource customer service and still retain your reputation
Outsourcing customer service can be an effective way to reduce costs. It can also be an effective way to damage your most valuable asset – your brand’s reputation. How you manage brand
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Selecting The Best Call Center Partner
The best way to find a Call Center Partner for you Before we tell you why you should choose Global Response as your call center partner, there are some criteria that apply
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