Contact Center Resources ARCHIVE

Report: Merchants Need to Address Live Chat  Apr 17, 2012 1:41 AM By Jim Tierney

Merchants need to “move off the needle” to support live chat because it has reached a “tipping point” of adoption, according to Bold Chat’s 2012 Live Chat Effectiveness Research Report.

Benchmarking Contact Center Best Practices for Cross-Selling & Up-Selling  Apr 04, 2012 11:35 PM By Jason Lancaster

Taking advantage of cross-selling and up-selling can maximize company profits and significantly enhance the overall customer experience by adding value to customers during inbound interactions and limiting the number of outbound calls potential and existing customer receive. Here’s four steps for effectively incorporating cross-selling and up-selling into your contact center

Best Practices for Up-selling and Cross-selling in the Contact Center  Mar 28, 2012 3:22 AM By Kathleen Peterson

Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives

12 Tips to Reduce Customer Hold Times  Feb 22, 2012 10:59 PM By Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but will make your customers more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.

4 Tips on Information Sharing in Your Contact Center  Feb 15, 2012 2:43 AM By Stewart Buskirk

Finding effective ways to communicate important updates quickly can greatly enhance your contact center environment. Here are four tips that will make information sharing easier.

5 Tips to Help You Find Time in Your Contact Center  Feb 01, 2012 9:34 PM By MCM staff

How do you find more time in your contact center? Here are 5 tips to help you develop a leadership time planner that allows you to stay in control.

The Top 20 Contact Center Metrics for 2012  Jan 04, 2012 8:17 PM By Penny Reynolds

The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We

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