Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. Today’s consumers expect fast, precise problem resolution when they dial into
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6 Keys to an Effective Call Center Request for Proposal (RFP)
Tailor your contact center RFP document to select the perfect partner for your specific goals. As your company grows, expanding your brand’s call center operation is crucial to providing a high standard
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Post-Season 2014 Review: 5 Key Call Center Reflections
Take a look at these five post-season reflections and consider how they can guide your organization’s efforts in the 12 months to come. The 2014 holiday season has finally wrapped up, and
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The Customer Care Roundup for September 19, 2014
Smart technology is helping to improve the customer experience. This week, our content heard from around the web focuses on improvements in technology and its impact on business strategy. Take a read
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The Customer Care Roundup for September 10, 2014
“Customer experience matters even more when the economy is strong.” A new study published in Marketing Science finds. This week, our content heard from around the web focuses on the
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The Customer Care Roundup for September 4, 2014
Big data, holiday retail trends and social media customer service. This week, our content heard from around the web focuses on trends in retail for the upcoming holiday season, helpful articles
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The Customer Care Roundup for August 27, 2014
“The most successful businesses will be customer obsessed.” Says Forrester research. This week, our content heard from around the web focuses on the strategic thinking needed to both run a successful
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The Customer Care Roundup for August 22, 2014
Taking care of the customer experience is only increasing in importance for brands. This week, our content heard from around the web focuses on customer care trends, service analogies, and future developments
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Solving the Bandwidth Issue: Social Media Brand Management with an Outsourced Partner
I work in an outsourced contact center. This means the words I hear every day are; service level, staffing, call disposition, and business intelligence. This wasn’t always the case. My background is in
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Why the Call Center Is the “Lifeline of the Enterprise”…and Four Other Surprising Insights from Call Center Expert Kathleen Peterson
We interviewed Kathleen Peterson, Founder and Chief Vision Officer of PowerHouse Consulting to get an expert’s take on the subject of finding and working with a call center that delivers the highest
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Simplifying Implementation
Breaking Down the Call Center Implementation Process Feeling overwhelmed by the prospect of implementing your account at a new call center? That’s understandable—it looks complicated and there’s a lot at stake. But
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How Manufacturers Can Manage Social Media for Customer Service
Manufacturers can work with retailers to manage social media customer service to increase sales, save customers, and increase awareness. Here’s how. I was reading Barry Abraham’s article titled, “Control vs. Support
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Four Advantages of Outsourcing to a Domestic Call Center
Why staying close to home can mean a better relationship and better customer care In this age of worldwide phone service, teleconferencing and the internet, the location of your call center
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Five Ways Using Global Response as Your Healthcare Contact Center Can Help You Manage Policyholder Service Under the Affordable Care Act
As the Affordable Care Act (ACA) becomes the law of the land it is becoming clear that health insurance companies will require a renewed focus on policyholder service. Working with a partner
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Companies Miss Most Social Data: An Opportunity for Proactive Customer Support
A recent infographic by the social analytics firm Evzdrop reports that “97% of Tweets” and “95% of Facebook posts” are not answered or seen by businesses. Social media customer care solves for this
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Retailers Thrive on Black Friday Weekend: Five Articles You May Have Missed
The five-day Thanksgiving weekend saw retailers pull in more than $59 Billion in sales with $1.98 Billion spent online for Cyber Monday alone. Interestingly, 10% of total sales occurred online, up 2%
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6 Elements of luxury customer care
A luxury brand needs its call center to deliver a luxury level of customer service. Why? Because the interaction your prospects and customers have over the phone (or via email, chat, or
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8 in 10 Internet Users Engage in Social Media Globally
According to a recently published Forrester study titled, “Global Social Media Adoption in 2012” – More than 86% of online US adults and 79% of European online adults engage with social media,
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Why luxury brands invest in premium-level service
A luxury brand needs its call center to deliver a premium level of customer service. Why? Because the interaction your prospects and customers have over the phone (or via email, chat, or
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Spending on customer service staffing boosts online sales
So it makes business sense to have more salespeople to help the customers at your brick-and-mortar stores. But what if the store we’re talking about is a website? Does the same strategy
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