[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
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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
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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
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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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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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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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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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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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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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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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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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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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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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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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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 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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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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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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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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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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