Contact Center Resources ARCHIVE

A 3-Pronged Approach to Contact Center Agent Retention  Nov 16, 2012 8:15 PM By Bob Webb

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

The 3 C’s for Effective Order Fulfillment  Sep 05, 2012 4:32 AM By Kim Brandt

Whether you use outsourced fulfillment or choose to run your fulfillment yourself, keep these three C

Merchants Get Their Contact Centers Ready for the Holidays  Sep 05, 2012 2:41 AM By MCM staff

Multichannel Merchant and The Call Center School have teamed up to provide digital, catalog and other merchants with convenient and affordable internet-based training for new and existing call center staff to maximize the revenue potential of the holiday season.

9 Tips for Effective Live Chat  Aug 02, 2012 1:38 AM By Erin Lynch

So just how do you make live chat work successfully for your company? We have nine tips to show you how to master the contact center art form.

How to Make Live Chat Work for You  Aug 02, 2012 1:16 AM By Erin Lynch

When it

The Mobile Revolution: What Does it Mean for Contact Centers?  Jul 11, 2012 2:27 AM By Lauren Ziskie

This mobile revolution has consumers placing high demands on merchants to evolve their support models so they can resolve their issues on the fly, via their mobile or tablet device, and in between text messages. Here

3 Tips for Better Customer Service in an Outsourced Contact Center  Jun 14, 2012 12:44 AM By Herman Shooster

There are several qualities that an outsourced contact center must possess to provide outstanding customer service. Here are three tips to improve the customer experience in an outsurced contact center.

4 Tips to Launch a Social Media Customer Service Program in Your Contact Center  Jun 05, 2012 11:53 PM By Lauren Ziskie

The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers. If your contact center is looking to launch or advance a social CRM program, here are 4 tips to remember.

5 Questions to Ask About Social Media Customer Support  May 08, 2012 3:58 AM By Phillip Crowe

For many businesses, the social media component is a critical element for their contact center. As a contact center is the extension of the brand, social media is an extension of the service. It is one more form of interaction that today

Contact Center Math: Managing By the Numbers  May 01, 2012 9:30 PM By MCM staff

There are many truths told in the vast array of statistics available today in the contact center

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