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Welcome to our Blog

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April 6, 2018 Global ResponseNo Comments

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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April 5, 2018 Global ResponseNo Comments

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.’
   more

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April 4, 2018 Global ResponseNo Comments

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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April 4, 2018 Global ResponseNo Comments

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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April 3, 2018 Global ResponseNo Comments

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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April 2, 2018 Global ResponseNo Comments

Tip 1: Be Proactive in Customer Service for Customer Retention

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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March 16, 2018 Global ResponseNo Comments

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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March 16, 2018 Global ResponseNo Comments

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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March 15, 2018 Global ResponseNo Comments

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
   more

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March 14, 2018 Global ResponseNo Comments

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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March 13, 2018 Global ResponseNo Comments

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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March 13, 2018 Global ResponseNo Comments

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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March 2, 2018 globalNo Comments

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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March 1, 2018 Global ResponseNo Comments

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
   more

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February 28, 2018 Global ResponseNo Comments

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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February 27, 2018 Global ResponseNo Comments

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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February 26, 2018 Global ResponseNo Comments

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
   more

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February 23, 2018 Global ResponseNo Comments

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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February 22, 2018 Global ResponseNo Comments

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
   more

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February 21, 2018 Global ResponseNo Comments

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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