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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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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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, 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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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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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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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, 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, 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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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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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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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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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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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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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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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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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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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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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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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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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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