Contact Center Resources ARCHIVE

5 Ways Online Retailers Can Empower Frontline Customer Service Reps  Feb 24, 2014 11:37 AM By Chris Vodola

Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.

Solving Pain Points of Contact Center Forecasting  Jul 23, 2013 10:30 AM By Bob Webb

Anyone who has ever been responsible for ensuring that the right number of contact center agents are in their seats at the right time can tell you that producing an accurate schedule can be complex. If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

Training for the New Contact Center  Jun 11, 2013 3:27 PM By Erin Lynch

Gone are the days when the contact center meant having a customer call a 1-800 number or send an email if they have a product question or concern. Nowadays, the shape of the contact center is one that meets the needs of the 24-7 consumer and in order to do that successfully it all comes down to training.

The Contact Center of the Future  Jun 11, 2013 11:09 AM By Erin Lynch

Smartphones, tablets, and social media sites such as Facebook and Twitter not only have transformed the way consumers shop but they have also changed the face of the contact center. It’s no longer a world of customer representatives but now a world of universal agents.

Learning to Let Go When Outsourcing  Jun 11, 2013 10:33 AM By Curt Barry

More and more companies are looking into using Third Party Fulfillment (3PF) as an option to avoid increases in staff, warehouse size, and technology investments. But for some considering outsourcing, the basic hang-up is giving up control of contact center and fulfillment operations.

Social Media Use Expected to Rise in Contact Centers  May 22, 2013 6:22 PM By Erin Lynch

While a focus on social media initiatives seems to be lacking in most contact centers as of late, a new Deloitte study has found that the use of social media is expected to rise within the next 24 months.

The Art of Making Your Customers Love You  May 02, 2013 2:34 PM By Erin Lynch

Customer service is key when it comes to boosting sales, customer engagement and satisfaction. Let’s face it; a happy customer is a buying customer.

4 Customer Service Metrics for the Contact Center for 2013  Jan 27, 2013 8:55 AM By MCM staff

 

Best Buy Swaps Email Out for Live Chat  Dec 22, 2012 12:10 AM By Erin Lynch

Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.

Remote Language Translation: Strengthen Your Cross-Channel Customer Support Strategy  Dec 11, 2012 7:31 PM By Liz Elting

In order to keep customer retention, retailers need to focus on customer satisfaction. As retailers become more global, it






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