Using games in the contact center can change associates’ behavior, by boosting motivation, engagement and performance. More importantly, it creates fun! Games can even be used as a wanted distraction during more
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Customer Service Week 2018: Excellence Happens Here at Global Response
The theme of Customer Service Week this year – which runs from Oct. 1 through 5 – is “Excellence Happens Here.” It celebrates the point where customer and service professionals meet, says
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NRF’s Shop.org 2018 conference focuses on winning key audiences
The National Retail Federation features world champion tennis player and fashion entrepreneur Serena Williams and sessions on artificial intelligence at its Shop.org 2018 conference in Las Vegas this month. Winning key audiences
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Contact Centers Evolve from Multichannel to Omnichannel to Unified Commerce
Modern commerce in the contact center has transitioned through Multichannel into Omnichannel, beginning its evolution from siloed sales channels to a total re-architecting of the customer relationship on the backdrop of an
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5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation
This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your
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5 Tips for Structuring a Successful Contact Center QBR. 4: Map Your Strategy
The fourth tip in this week’s Best Practices blog, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), is: Map Your Strategy, which follows. Wednesday’s Tip 3 was: Examine performance with
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5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance
The third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog
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5 Tips for Structuring a Successful Contact Center QBR. Tip 2: Approach
In preparing your contact center Quarterly Business Review (QBR), the topic of our weekly Best Practices blog, design an effective approach that encompasses the required scope. Tip 2, which follows, suggests a past-present-future
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5 Tips for Structuring a Successful Call Center QBR. 1: Know Your Audience
A Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. A QBR tells the story of an account’s quarterly
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Customer Service Roundup: Engaged Associates Engage Customers
Apply these top techniques to get better engaged customers Engaged associates and engaged customers are at the heart of several articles recently that explore the relationship between the two groups in the
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ETail 2018 Took on Leading Topics Like AI, Unified Commerce
ETail 2018 took its omnichannel conference to the historic city of Boston in early August, where it hoped to change the industry future. Or, so said its slogan: Transforming Retail. Together. The conference,
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Join the Global Response Team; Come to Our Job Fair June 2
Global Response, The Brand Call Center, is hiring more than 200 Customer Service Representatives for our Margate call center. Candidates are invited to our June 2 Job Fair, or can apply in-person
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Benefit 5: Leverage Data of Workforce Management
The final installment of our latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, is Benefit 5: Brand Specialists Leverage Data, below. The focus of our last blog
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Benefit 4: Operations Management Provides Reporting of Workforce Management
Benefit 4 of this week’s Best Practices series, “5 Benefits of Workforce Management (WFM) for the Contact Center”, explores reporting, below. In our last series, we talked about Benefit #3: looking at
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Benefit 3: Real Time Analysis Provides Efficiency Gains of Workforce Management
Our Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, continues today with Benefit 3: Real-Time Analysis Provides Efficiency Gains. Yesterday, we focused on Benefit 2: Boosts Effectiveness
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Benefit 2: Boosts Effectiveness by Aligning Schedules of Workforce Management
Earlier this week’s latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, we spoke about Benefit 1: Forecasting Drives Service Levels. The second of five benefits of Workforce Management (WFM)
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Benefit 1: Forecasting Inventory Optimization of Workforce Management
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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