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Welcome to our Blog

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September 21, 2020 globalNo Comments

Why Social Media Monitoring is Essential For Online Retailers

For many online retailers, generating sales through targeted advertising is key to driving revenue. But the online customer experience should not stop once a sale is made. With the increased prevalence of
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March 27, 2020 globalNo Comments

The Top 10 Effective Inbound Call Center Metrics You Should Be Tracking

1. Average Speed of Answer Tracking the average speed of answer helps the call center monitor its efficiency by understanding how long customers are waiting to obtain assistance. This KPI is directly
   more

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July 1, 2019 Global ResponseNo Comments

KPI 101: Metrics every call center should know

Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs)
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May 18, 2018 Global ResponseNo Comments

Report Effectiveness to Implement Net Promoter Score

The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize
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May 17, 2018 Global ResponseNo Comments

Prioritize Improvements for Net Promoter Score (NPS)

Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step
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May 16, 2018 Global ResponseNo Comments

Measure and Analyze Your Net Promoter Score

Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question.  Today’s installment of our latest Best Practices blog, 5 Steps to Implement
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May 15, 2018 Global ResponseNo Comments

Create the Best NPS Questions to Implement Net Promoter Score

As you implement Net Promoter Score in your business, the questions on your survey require time and thought to design. Step 2 of our Best Practices blog this week, below, gives you
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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
   more

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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
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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
   more

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February 20, 2018 Global ResponseNo Comments

Assess and Consider Positive Net Promoter Score (NPS)

The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the transformational experience addressed Step 1, engaging the customer. Step 2, which follows,
   more

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February 19, 2018 Global ResponseNo Comments

Listen and Engage to Drive Positive Net Promoter Score

Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that
   more

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August 12, 2016 Global ResponseNo Comments

Meeting the quality assurance challenge

One of our contact center teams tells the story of how it challenged its quality assurance process recently – and won. Since putting its new system in place, the team has exceeded
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July 20, 2015 Global ResponseNo Comments

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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July 13, 2015 Global ResponseNo Comments

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
   more

May 27, 2015 Global ResponseNo Comments

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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April 20, 2015 Global ResponseNo Comments

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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