Making Screen Pops Pop

| Kathryn Jackson

Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data

Home Is Where the Rep Is

| Jeff Schmitt

You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet

Calculating the High Cost of Employee Turnover

| Kathryn Jackson

What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.

L.A. Confidential: Contact Center Roundtable

| MCM staff

In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.