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.

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

The Contact Center Is Your Customer Service Gateway

| Tim Parry

Quite possibly, your contact center is your company’s unsung hero. But how are ecommerce and omnichannel merchants treating their contact centers? Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey.

Metrics that Matter in the Contact Center

| Tim Parry

The consumer landscape has changed and not only do consumers expect a quick response, but also a thoughtful and informative dialogue. Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey results.

3 Metrics for Reducing Customer Contact Rates

| Joe Schnaufer

Inefficiencies in customer service offerings cost businesses millions of dollars each year. After reading this article by Joseph Schnaufer from cleverbridge, you will walk away with the tools needed to reduce rates in the contact center.

IBM Predicts an Omnichannel Shopping World

| Tim Parry

In five years, new innovations will make buying local du jour once again, according to IBM’s 8th-annual IBM 5 in 5 list of innovations that have the potential to change the way people work, live and interact during the next five years. Here’s why IBM predicts the decline of ecommerce and the rebirth of the in-store shopping experience.