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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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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