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Welcome to our Blog

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February 6, 2018 Global ResponseNo Comments

5 Steps to Conducting Panel Interviews. Step 2: Make Introductions

[vc_row][vc_column][vc_column_text]The standard process call centers use to interview candidates is a one-on-one interview. But panel interviews are an important supplementary process. Today’s Step 2, which follows, discusses how to start the panel
   more

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February 5, 2018 Global ResponseNo Comments

5 Steps to Conducting Panel Interviews. Step 1: Prepare

Call centers conduct one-on-one interviews of job candidates as a standard process. Panel interviews can be effective as a supplement. While the two are similar, a panel interview can draw out candidate
   more

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February 2, 2018 Global ResponseNo Comments

Tip 5: Never Stop Training in Developing Contact Center Training

This week’s Best Practices blog on developing training programs wraps up with an essential tip: Never Stop Training. Continue to develop Brand Specialists to support their performance. Yesterday’s Tip 4 was about
   more

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February 1, 2018 Global ResponseNo Comments

Tip 4: Measuring Delivery Effectiveness for Developing Training

The fourth tip in our blog covering development of training in the contact center touches on measuring its effectiveness. See below. Yesterday’s Tip 3 looked at designing content delivery. Tip 4. Measure
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January 31, 2018 Global ResponseNo Comments

Tip 3: Design Content Delivery For Developing Contact Center Training

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
   more

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January 30, 2018 Global ResponseNo Comments

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
   more

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January 29, 2018 Global ResponseNo Comments

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,
   more

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January 26, 2018 Global ResponseNo Comments

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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January 25, 2018 Global ResponseNo Comments

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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January 24, 2018 Global ResponseNo Comments

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
   more

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January 23, 2018 Global ResponseNo Comments

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
   more

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January 22, 2018 Global ResponseNo Comments

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
   more

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January 19, 2018 Global ResponseNo Comments

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
   more

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January 18, 2018 Global ResponseNo Comments

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
   more

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January 17, 2018 Global ResponseNo Comments

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 –
   more

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January 15, 2018 Global ResponseNo Comments

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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January 15, 2018 Global ResponseNo Comments

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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January 14, 2018 Global ResponseNo Comments

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
   more

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November 24, 2017 Global ResponseNo Comments

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
   more

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November 21, 2017 Global ResponseNo Comments

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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