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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Quality Assurance in the Contact Center: 3 Must-Do’s
An attitude of continuous improvement and development is the factor that separates exceptional call center services from the rest, and at the core of these efforts is a company’s commitment to quality
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Operations Summit 2015 – Preview from the Call Center
MultiChannel Merchant’s Operations Summit – one of the nation’s premier operations and fulfillment trade show events – is in Louisville, KY April 14-16. Operations and fulfillment management representatives from across the country are gearing up
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3 Call Center Essentials For Luxury Brands
Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. Today’s consumers expect fast, precise problem resolution when they dial into
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3 Steps to Superior Inbound Call Center Outsourcing
Inbound calls are the bread and butter of the contact center operation and are a foundational element to your brand’s overall customer service strategy. Even as organizations adopt a digital standard using
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Are You Using These 3 Powerful Social Media Customer Service Strategies?
Social media platforms may have begun as a way for friends and family members to connect over the Web, but as e-commerce operations have evolved, resources such as Facebook, Twitter and LinkedIn have
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4 Best Ways to Ensure Regulatory in your Call Center Compliance
In today’s dynamic environment, security, privacy and accountability are key to the modern call center equation. This is demonstrated through the rise of regulations such as PCI, DSS, and HIPAA compliance standards.
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Case Management Software: Mastering Case-by-Case Customer Relationships
The modern customer demands quality service at every stage of the purchase and support journey. Since multiple channels of communication factor into the purchase funnel, call center representatives need to have a firm
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NRF 2015: 3 Takeaways for Retail Innovation
The National Retail Federation (NRF)’s annual convention and expo – known as “Retail’s Big Show” – has wrapped up, leaving us with many thought-provoking ideas and innovations we will see play out in
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6 Keys to an Effective Call Center Request for Proposal (RFP)
Tailor your contact center RFP document to select the perfect partner for your specific goals. As your company grows, expanding your brand’s call center operation is crucial to providing a high standard
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Post-Season 2014 Review: 5 Key Call Center Reflections
Take a look at these five post-season reflections and consider how they can guide your organization’s efforts in the 12 months to come. The 2014 holiday season has finally wrapped up, and
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The Customer Care Roundup for September 19, 2014
Smart technology is helping to improve the customer experience. This week, our content heard from around the web focuses on improvements in technology and its impact on business strategy. Take a read
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The Customer Care Roundup for September 10, 2014
“Customer experience matters even more when the economy is strong.” A new study published in Marketing Science finds. This week, our content heard from around the web focuses on the
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The Customer Care Roundup for September 4, 2014
Big data, holiday retail trends and social media customer service. This week, our content heard from around the web focuses on trends in retail for the upcoming holiday season, helpful articles
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The Customer Care Roundup for August 27, 2014
“The most successful businesses will be customer obsessed.” Says Forrester research. This week, our content heard from around the web focuses on the strategic thinking needed to both run a
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The Customer Care Roundup for August 22, 2014
Taking care of the customer experience is only increasing in importance for brands. This week, our content heard from around the web focuses on customer care trends, service analogies, and future developments
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Global Response at Shop.org 2014, Retail’s Digital Rush
Global Response is proud to to have exhibited once again at the annual Shop.org Summit, held this year in Seattle’s Washington State Convention Center. We were at exhibit 2405 to meet our Brand Care Specialists
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