12 Tips to Reduce Customer Hold Times

| Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.

China and India Top 2016 A.T. Kearney Global Retail Development Index

| Tim Parry

China, one of the most dynamic retail markets in the world, is ranked as the top country in the 2016 Global Retail Development Index, while India’s high market potential, fast growth, improved regulatory environment, and ease of doing business pulled it up to second in the rankings. Click and see which other emerging markets are atop the list.

Taking your Contact Center Across Borders

| Frank Ortiz

Entry into new markets, expanded ecommerce and improved customer service – if any of these appear on your list of priorities for 2015, the chances are that you might also be thinking of opening a new contact center, either in the U.S. or overseas. Here’s why you need to also think about a PCI compliant cloud-based payment processing solution.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

Bringing Your Contact Center Across Borders

| Tim Parry

With the growing popularity of cross-border ecommerce, do you need to expand your contact center strategy? Depending on which countries you ship to should determine if you need additional contact center needs, or the need to outsource services. Here’s how Brooks Brothers works with its global customers.

Why Customer Service and Distribution Go Hand-in-Hand

| Tim Parry

While marketing and customer service clearly go hand-in-hand, the bridge between the contact center and order fulfillment can sometimes go ignored. In this video, S&S Worldwide Director of Distribution Mark Desrosiers talks about how he interacts with the customer service team to help ensure the best overall customer experience.