The third step in our Best Practices series on a strategy of driving Net Promoter Score using the elements of transformational experience is Solve and Deliver, discussed below. Step 2 focused on
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Assess and Consider Positive Net Promoter Score (NPS)
The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the transformational experience addressed Step 1, engaging the customer. Step 2, which follows,
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Listen and Engage to Drive Positive Net Promoter Score
Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that
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Tip 5: Quality Assurance For Designing a Winning Chat Program
The last installment of our Best Practices blog series on Designing a Winning Chat Program for the contact center, Tip 5, discusses quality assurance for chat. Tip 4 on Thursday focused on workforce
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Tip 4: Appropriate Forecasting to Designing a Winning Chat Program
Forecasting is just as critical to your contact center chats program as to any other channel. Today’s Tip 4 of our Best Practices blog on Designing a Winning Chat Program, touches on
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Determine Number of Chats for The Best Winning Chat Program
The task of how to determine the number of chats a contact center Brand Specialist can handle at a time is a function of several elements, including the quality you want to
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Tip 2: Meter Volumes for Designing a Winning Chat Program
The second tip in our Best Practices blog series about designing a winning chat program, which follows, suggests taking the opportunity to meter volumes. Tip 1 in Monday’s blog encouraged you to consider
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Tip 1: Provide Rules-Based Chats Designing a Winning Chat Program.
The customer has spoken – and they want to access brands by chat. According to Inc. magazine, 42 percent prefer live chat because they don’t have to wait on hold. Chat core
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Select Candidates to Conducting Panel Interviews
You have reached the last step of the process of conducting panel interviews in the contact center – the Best Practices blog we’ve published throughout this week. In Step 4, the blog
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5 Steps to Conducting Panel Interviews. Step 4: Winding Down
Our Best Practices blog on conducting panel interviews moves to Step 4, which focuses on winding down the interview. Step 3 on Wednesday looked at conducting the interview. Step 4. Winding Down
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5 Steps to Conducting Panel Interviews. Step 3: At the Interview
Panel interviews give the contact center another tool to use when recruiting and selecting candidates for Brand Specialist positions. Yesterday’s Step 2 discussed introductions. Step 3, which follows, concentrates on conducting the
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5 Steps to Conducting Panel Interviews. Step 2: Make Introductions
The standard process call centers use to interview candidates is a one-on-one interview. But panel interviews are an important supplementary process. Today's Step 2, which follows, discusses how to start the panel
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5 Steps to Conducting Panel Interviews. Step 1: Prepare
Call centers conduct one-on-one interviews of job candidates as a standard process. Panel interviews can be effective as a supplement. While the two are similar, a panel interview can draw out candidate
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Tip 5: Never Stop Training in Developing Contact Center Training
This week’s Best Practices blog on developing training programs wraps up with an essential tip: Never Stop Training. Continue to develop Brand Specialists to support their performance. Yesterday’s Tip 4 was about
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Tip 4: Measuring Delivery Effectiveness for Developing Training
The fourth tip in our blog covering development of training in the contact center touches on measuring its effectiveness. See below. Yesterday’s Tip 3 looked at designing content delivery. Tip 4. Measure
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Tip 3: Design Content Delivery For Developing Contact Center Training
Training program developers must determine the educational techniques for content delivery that will best assist contact center Brand Specialists retain their newly acquired knowledge. Tip 3 touches briefly on a few considerations when
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Tip 2: Invest in Content For Contact Center Training
Training is the foundation of meaningful customer engagement, as mentioned in yesterday’s blog. Tip 2 of this week’s series discusses taking the time to prepare and invest in your program for the
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Tip 1: Design Objectives for Developing Contact Center Training
An effective training program ensures a successful transfer of knowledge – about brand culture, products and processes. Providing Brand Specialists with a solid foundation of information helps them daily and throughout their careers,
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Why Social Media CRM Monitoring Draws Huge Impacts to Brand Improvement
Social media support is most valuable when integrated into your CRM with other channels in the contact center. Yesterday’s Tip 4 explored personalizing responses through social media customer support. Our last tip
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Personalize Your Brand via Social Media Support For Monitoring
The 4th tip in our Best Practices series on social media monitoring is to personalize responses to customers for better technical support. While you should compile a set of pre-written replies, personalizing
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