Contact Center staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM), the focus of our Best Practices series this week, is the discipline used to
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Report Effectiveness to Implement Net Promoter Score
The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize
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Prioritize Improvements for Net Promoter Score (NPS)
Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step
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Measure and Analyze Your Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question. Today’s installment of our latest Best Practices blog, 5 Steps to Implement
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Create the Best NPS Questions to Implement Net Promoter Score
As you implement Net Promoter Score in your business, the questions on your survey require time and thought to design. Step 2 of our Best Practices blog this week, below, gives you
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Seek Commitment to Implement Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond simply asking the single NPS question, On a 0 to 10 scale, how likely is
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Tip 5: Honor the Customer Wishes For Customer Retention
The last tip in our Best Practices series about Customer Retention in the Contact Center, Tip 5 discusses how to honor the customer’s wishes. Thursday’s blog looked at Tip 4, offering appeasements.
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Tip 4: Offer Appeasements For Customer Retention
Today’s Best Practices blog on Customer Retention in the Contact Center explores how to offer appeasements in Tip 4, which follows. Wednesday’s Tip 3 focused on creating opportunities to ‘save a customer.’
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Operations Summit 2018 picked up the talk on AI, Chatbots
Operations Summit 2018 kept the conversation going April 3-5 on a host of topics of interest in contact centers and among our clients, including technology, artificial intelligence, chatbots and the morphing grocery
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Tip 3: Create Opportunity to “Retain Customers” for Customer Retention
Our Best Practices blog on customer retention strategies in the contact center moves to Tip 3, Create the Opportunity to ‘Retain Customers’ which follows. Tuesday’s blog focused on Tip 2: Design Customer
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Tip 2: Design Customer Experience Transformation for Customer Retention
Customer Retention strategies can be facilitated in the contact center by designing transformational customer experiences. This is the focus of Tip 2, below, in this week’s Best Practices series. Monday, we looked
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Tip 1: Be Proactive in Customer Service for Customer Retention
Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure to retain them. Businesses fight fiercely to keep customers, knowing that their
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Shoptalk 2018 Set Up in Las Vegas
Shoptalk 2018 ran from Sunday, March 18 through Wednesday, March 21 in Las Vegas. Organizers say they combined their U.S. and European events, turning the Las Vegas show into a global event.
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Point 5: Organize Road Map to Tech-Support Ticketing Systems Success
In this week’s Best Practices series, we’ve been discussing Tech-Support ticketing systems. Today’s blog on Point 5 focuses on the capacity these systems have to organize customer information with your best ticketing
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Point 4: Prioritize the 5-Point Road Map to Tech Support Ticket Systems
Global Response’s Best Practice blog this week explores tech-support ticketing systems in the contact center. Yesterday, Point 3 discussed how ticketing systems support cross-channel communication. Prioritizing and explaining the use in assigning
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Point 3: Provide Cross Channel Support for 5-Point Road Map Success
A tech-support ticketing system supports communication across more than one channel, which is discussed below in Point 3 of this week’s Best Practices blog. Tuesday’s blog explored Point 2 on reporting and
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Point 2: Report and Improve Data Quality For 5 Point Road Map Success
The second installment of our Best Practices blog focusing on the 5 Point Road Map for tech-support ticket system success is Point 2: report and improve data quality, which follows. Our last
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Point 1: Document and Route Customer Interactions For 5 Point Road Map Success
A tech support ticketing system documents, identifies and categorizes customer interactions by the nature of the call, giving the contact center client the ability to see the big picture view of tech-support
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Tip 5: Reinforce Recognition & Build the Right Business Culture
Our Best Practices blog on Building the Right Business Culture comes to an end today with Tip 5: Reinforce Recognition, which follows. On Thursday, Tip 4 focused on Broadcasting Opportunities. Tip 5:
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Tip 4: Broadcast Opportunities to Build the Right Business Culture
Developing associates’ skills and making them aware of opportunities in the contact center contribute to their engagement. Today’s Tip 4 in our Best Practices blog on building the right business culture tells
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