MULTICHANNEL MERCHANT » CONTACT CENTER RESOURCES
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.
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.
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.
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.
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.
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.
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.
In order to keep customer retention, retailers need to focus on customer satisfaction. As retailers become more global, it
Agent turnover is an inherent problem for contact centers and replacing agents is a major cost consideration. Recruiting and training costs can significantly impact a company