As the Affordable Care Act (ACA) becomes the law of the land it is becoming clear that health insurance companies will require a renewed focus on policyholder service. Working with a partner
more
Your Busy Season’s Beginning, Theirs Is Ending—A Perfect Match
A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an
more
Companies Miss Most Social Data: An Opportunity for Proactive Customer Support
A recent infographic by the social analytics firm Evzdrop reports that “97% of Tweets” and “95% of Facebook posts” are not answered or seen by businesses. Social media customer care solves for this
more
IRCE 2013: Improve the Customer Experience
The Global Response team attended this year’s Internet Retailer Conference & Exhibition (IRCE) at Chicago’s McCormick Center. IRCE is where 9,600 retailers, service providers, and customer care firms share the latest ideas
more
SXSW 2013 Recap: The Value of Social Media Customer Care
The Global Response team returned this week from South by Southwest (SXSW) in Austin, TX. This year’s interactive show had over 27,000 attendees including some of the brightest stars in digital and
more
One Simple Way to Boost Agent Utilization: Social Media Customer Service
There’s a new way to get an even better return on your investment in dedicated agents at your outsourced contact center. The percentage of each working hour an agent spends interacting with
more
