How “takes one to know one” works for a unique brand and its customers ThinkGeek customers are techies who often ask questions that test a call center agent’s product knowledge. That’s one
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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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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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European brands and American audiences: think domestic expertise
The world may be shrinking, but differences in language, culture, and business practices make it smart for a retailer who sells internationally to use a call center based in the country where
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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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Why Live Inbound Leads Succeed in Contact Centers
Your website, marketing, advertising campaigns and salespeople drive leads via inbound phone calls, web forms, email or even live chat. Your sales staff could respond to these live inbound leads, but is
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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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Wine retailer illustrates importance of mobile channel
Wine.com is the nation’s largest online wine distributor, and the holiday season is always a crucial period for them, with December making up 30 percent of total yearly sales. In a recent
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Use your call center to refine your mobile app development
One of the valuable services a call center can provide is to be an “ear to the ground” for its clients. With representatives talking to scores of customers every day, a call
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How to support, enhance and elevate the mobile customer experience through your contact center
Mobile shopping is here to stay and growing rapidly. Need proof? According to a recent Wall Street Journal article, by mid-afternoon on Cyber Monday this year, 7.5% of all sales had been
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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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Global Response to exhibit at Retail’s Big Show 2012
Global Response is proud to be exhibiting once again at Retail’s Big Show, the National Retail Federation’s 101st Annual Convention and Expo, in New York City, January 15-18, 2012. Last year’s show
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Global Response upgrades back-end to M.O.M. v8, with API
Global Response is proud to announce a recent upgrade of our PCI-compliant order- and inventory-management solution, Multichannel Order Management (M.O.M.) by Dydacomp, including it’s new API. Multichannel Order Manager (M.O.M.), Version 8
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Photos from Shop.org 2011
The Shop.org 2011 summit is under way, and we’re happy to be exhibiting at booth 1103! Check out these photos from before the show: [imagebrowser id=1]
Global Response Prepares for Shop.org 2011
[vc_row][vc_column][vc_column_text]September 12, 2011 marks the opening of the 2011 Shop.org Annual Summit, and Global Response is proud to be sponsoring and exhibiting this year. If you’re going to be attending the show
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Charming Shoppes finds a partner in Global Response
Charming Shoppes’ choice to have Global Response as their cross-channel call center leads to an increase in e-commerce sales Over the years, Global Response has been improving companies’ call flow and product
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Global Response’s integral role in Wolford’s US expansion
Stories have been popping up in the press lately about the upscale Austrian brand Wolford’s US retailing strategy. Global Response is a central player in this strategy. Hermes Fulfillment and Kenco Logistics
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Founder Herman Shooster on “management by walking around”
Culture is big part of delivering consistent, high-quality customer care. Here at Global Response, founder Herman Shooster makes himself accessible and in-touch. He is the driving force behind the family atmosphere and
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