From e-commerce trends to online retail strategy, the Internet Retailer Conference + Exhibition 2017 (IRCE 2017) had it all. The conference, held June 6-9 at McCormick Place West, Chicago, delivered an agenda
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Frost & Sullivan staged MindXchange event in Fort Lauderdale
Global research firm Frost & Sullivan brought an event in its Executive MindXchange series to Fort Lauderdale in April. It was the 13th Annual Customer Contact, East: Leveraging Customer Contact as a
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Shoptalk created excitement ahead of its second conference
Shoptalk, the nextgen commerce event, made a big splash with its debut on the trade show circuit last year and projected more than 5,000 attendees at its Las Vegas event just held
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Customer Service is all about holiday spirit
One of the best things about the holiday shopping season at Global Response is being there to help a customer get a special gift to a special someone. Or to comb through
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Our Team Members are Customer Service Champions
Global Response is celebrating Customer Service Week, Oct. 3-7 this year, with a series of fun events designed to remind our team members how much we appreciate their dedication to helping the
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What Makes a Great Brand Specialist?
Taking good care of customers requires a very specific set of skills. In the position of customer service representative – or Brand Specialist, as they’re known at Global Response, the objective is
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Shop.org 2016: A Special Event in Dallas
Shop.org 2016, NRF’s Digital Retail Summit, was held from Sept. 26 to Sept. 28 in Dallas this year. In the tradition of National Retail Federation productions, the conference delivered non-stop information and entertainment. Keynote
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Global Response is hiring to fill 700+ Customer Service Representative jobs
Global Response, The Brand Call Center, is hiring more than 700 Customer Service Representatives to fill jobs at its Margate, Florida call center. Our call center provides outstanding Customer Service on behalf
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Callback: Smoothing the ebb and flow
The peaks and valleys of call volume roll through a contact center like waves on the beach. They are a given, day in and day out. We are always on the lookout
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Customer Service Roundup: Macy’s focuses on strong stores, e-commerce
Macy’s last week announced plans to cut about 100 stores to strengthen itself “as America’s preferred omnichannel shopping destination.” The company said it was reallocating resources to high-growth stores and e-commerce operations.
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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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Customer Service Roundup: Wal-mart to buy Jet.com
Last week’s rumors are today’s news. Wal-mart agreed to buy retailer Jet.com in a $3.3 billion deal Monday. The deal marks the largest acquisition of an e-commerce startup, according to the Wall
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Contact centers help ensure customers enjoy tax-free savings
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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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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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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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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