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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5 Powerful Tips To Help Your Brands Social Media Process Run Better
So far in our blog series on social media monitoring in the call center, we focused on Tip 1 – Listening to your customers on social media, and Tip 2 – Responding
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Why Responding Quickly Using Social Media For Customer Service Succeeds
Customers communicate more frequently on social media today and view it as an instant form of communication. When monitoring social media, know your customers’ expectations and respond accordingly. Yesterday’s Tip 1 was
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Why Your Brand Should Listen To Its Customers For Better Service Tips
Social media is an integral part of communication for today’s customers. They share opinions on products, services and the enterprises they do business with on social sites. They create reviews and posts
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Developing call center management: Step 5, The challenge
The candidates you’ve selected to develop for your leadership pool are nearly ready if you’ve been following through Step 4. But providing challenge to candidates, as discussed in Step 5, is critical
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Developing call center management: Step 4, Skills
Global Response’s blog this week has discussed the steps of developing your internal Brand Specialists for leadership positions. Once your candidates have been selected, observed and shadowed their manager, it’s time for
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Developing call center management: Step 3, Shadowing
Global Response’s blog this week has discussed Step 1 (Selecting) and Step 2 (Observing) internal candidates you want to develop for leadership positions at your call center. Next is Step 3, Shadowing –
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NRF 2018, The Big Show, Addressed Topics from Tech to Partnerships
NRF 2018, The Big Show opened its doors at the Javits Center in New York City Sunday through Tuesday, Jan. 16 to a theme of Retail Transformation, continuing a discussion of an
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Developing call center management: Step 2, Taking note
You’ve completed the process of selecting management candidates to develop from your pool of Brand Specialists (See Step 1 in yesterday’s Blog). Now it’s time to move to Step 2, which follows:
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5 steps to developing call center management: Step 1, Selection
When you are looking for call center management talent, the first place to identify quality candidates is within your own pool of Brand Specialists. Today’s blog features the first of five steps
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5 customer service tips for keeping the holidays bright
A customer service agent can go far in helping their call center customers have a cheerier holiday and a great customer experience. The holiday shopping season kicks off on Black Friday, which
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Holiday Season: Global Response is ready. Let the shopping begin!
Black Friday and Cyber Monday – which kick off the busiest shopping season of the year – are nearly here. At Global Response, we’ve been gearing up for months to ensure our
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Global Response, the face of e-commerce, hiring at Nov. 8 Job Fair
Little do shoppers realize that the e-commerce industry that’s gaining popularity among holiday spenders is quietly growing in places like the South Florida suburbs. The ‘virtual’ worker a shopper communicates with in
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NRF Expects 2017 Holiday Sales to Rise
Holiday Sales Win Customers Over The National Retail Federation forecast today that holiday sales will rise 3.6 to 4 percent in November and December 2017. That would bring sales to a total $678.75
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Customer Service Week: All About Building Trust
People who work in customer service deserve a hearty round of applause for Customer Service Week every beginning week of October, as well as every day of the year. Customer Service Week Honors
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MindXchange West: Generating Customer Service Ideas
Research firm Frost & Sullivan once again held an Exec MindXchange West, this time Oct. 15-18 in Huntington Beach, Calif. Notable this year, Global Response sponsored the event and we were also
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