The back-to-school shopping season is here again and, in the call center, that means more promotions, higher contact volume and checking sales tax twice. Back-to-school spending on K-12 students is expected to
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Global Response Blog
Global Response at IRCE 2016
Internet Retailer Conference + Exhibit 2016 came to an end Friday in Chicago. An exciting lineup of speakers focused on topics including supporting customers via their channels of choice and growing e-commerce
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SXSW Conference gives glimpses of future technology
All eyes have been on innovation this month, thanks to the 30th South by Southwest Interactive Conference held, along with music and film festivals, from March 11 to 20 in Austin, Texas.
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The Retail, Customer Care Roundup for February, 2016
The recent news reveals changing environments for internet retailers and the fashion industry, from an ironic Amazon.com move to faster fashion for the likes of Burberry and Tom Ford and changing consumer
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New York hosts the Biggest Show in Retail
New York City kicked off the new year with Retail’s Big Show 2016, the National Retail Federation’s annual conference held from Jan. 17 to 20. Just like the name says, this was
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3 steps toward keeping customer service agents
The art of retaining contact center agents – and staving off the high costs of turnover – entails a mix of workplace features such as motivation, comfort and benefits. While turnover costs
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Start a rewarding career as a Brand Specialist at Global Response!
Global Response is now hiring for seasonal and long term employment, and we want YOU to be part of our energetic and growing customer service team! We are now accepting applications and
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Global Response at Shop.org 2013 – Showcasing our passion for your brand
Global Response was proud to exhibit at the annual Shop.org Conference and Exhibition, this year in Chicago. If you attended, we invited you to stop by our exhibit to meet a few of the
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Contact Center Culture Strengthens a Brand from the Inside Out
Building an exceptional contact center operation is a multi-faceted project, involving the coordination of cutting-edge technology, strong workforce management and stellar quality assurance at every level. However, the most effective and innovative
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The Evolution of Workforce Management in the Contact Center
Optimizing the productivity of the contact center workforce is a task that every manager must fulfill on a daily basis, and something that simply cannot be done alone. In fact, contact centers
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3 Unrivaled Benefits of Call Recording in the Contact Center
To maximize customer satisfaction and build a strong brand reputation for service, a contact center must commit to long-term enhancement. This requires managers to implement digital tools that directly promote a better
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Call Center Services to Enter the U.S. Market with Confidence
It’s every retailer’s mission to grow beyond its initial target markets, expand into new regions, and dive into opportunities that await in other areas of the world. Of these geographies, the United
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BPO Boosts Accountability and Performance
Winning business strategies are centered on boosting operational quality and consistency, but in some cases, extra help may be needed to overcome the challenges faced by decision-makers. Even the most experienced experts
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Develop a Complete Approach to Customer Service Training
The world of customer service has transformed as businesses everywhere adopt a digital standard of operations, and as a result, today’s consumers demand higher levels of consistency and quality when interacting with
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Top 5 Contact Center Agent Skills for an Exceptional Brand Experience
Creating a memorable, compelling brand experience demands strong coordination across the call center is an integral part of establishing the brand. Managers need to ensure that consistency and quality are promoted throughout
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IRCE 2015: Ecommerce Call Center Strategies Examined
The Internet Retailer Conference and Exhibition (IRCE) has been the world’s foremost e-commerce networking event since it first began in 2008. Since then, the IRCE has steadily grown in size and influence
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Measuring Success: 8 Must-Have Call Center Metrics
Gauging the effectiveness of a call center strategy is one of the biggest challenges in a manager’s job description, but it’s also a key responsibility in the development and improvement of a
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Top 8 ICMI Articles to Guide the Modern Call Center
The International Customer Management Institute has long stood as an authority in the world of customer management in the call center, offering guidance to organizations around the globe as they optimize their
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4 Secrets to Scaling Contact Center Operations
Adaptability is paramount to success in the ecommerce environment, and when it comes to call center management, you must be able to respond quickly and precisely to the factors at play. Whether
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How the Multichannel Contact Center Evolved to Serve the Omni-channel Customer
Over the past several years, the multi-channel customer experience has become widely recognized as the quintessential model of interaction between consumers and brands. Whether via email, live chat, social media or traditional
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