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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Tip 3: Communication is Key to Build the Right Business Culture
Building the right business culture, the topic of this week’s blog, is based a great deal on building associate engagement. Tip 3, Communication is Key to Retaining Talent, is essential in that
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Tip 2: Invest in Training to Build the Right Business Culture
This week’s Best Practices blog, 5 Tips to Build the Right Business Culture, looks at the essential nature of providing strong training for prospective Brand Specialists as well as recognizing them after
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Tip 1: Select the Right Candidates to Build Business Culture
Good organizations are built around good people. Beyond the dollars and cents of recruiting and training candidates, appreciating the knowledge level and tenure of associates is an important part of culture. It
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Transform the Experience That Drive Positive Net Promoter Score
This week’s Best Practices blog on using a strategy of transformational experience to drive positive Net Promoter Score (NPS), concludes with Transform the Experience. Step 5 follows. Thursday, Step 4 discussed Exceed
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Exceed Expectations That Drive Positive Net Promoter Score
Driving Net Promoter Score (NPS) using the strategy of transformational experience has been the topic of this week’s Best Practices blog. Step 4: Exceed Expectations, below, is an important one in the
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Step 3: Solve and Deliver Positive Net Promoter Score (NPS)
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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