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Live ChatJan 16, 2014 11:24 AM By Erin Lynch
While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.
Live ChatDec 06, 2013 9:42 AM By Dennis Casey
With the holiday shopping season in full swing, merchants are looking to boost holiday sales this year. However, business could ultimately suffer if customer service is not up to par. Here are five tips that will lead to not only exceptional customer service across all channels but also a happy customer.
Live ChatDec 05, 2013 12:55 PM By Erin Lynch
The Cyber Weekend holiday was one for the record books for online merchants. The influx of holiday shoppers also meant and increase in holiday contact center calls. However, according to a recent survey conducted by StellaService, a majority of consumers spent most of their holiday weekend on hold.
Live ChatJul 22, 2013 4:08 PM By Erin Lynch
While most merchants would prefer to not think about their returns policy, it’s imperative for every ecommerce company to have one. Not only is it good business, but it will also help customers trust your brand and the products that you sell. Here are eight tips designed to get you to master the art of the refund policy.
Live ChatJun 17, 2013 3:39 PM By Erin Lynch
When it comes to revamping their ecommerce sites in 2013, retailers are focusing on keeping the consumer in the loop from the moment an order is placed right until the packaged is delivered to the doorstep.
Live ChatJun 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.
Live ChatJun 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.
Live ChatMay 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.
Live ChatMay 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.
Live ChatJan 21, 2013 7:21 AM By Tim Parry
Vendors and suppliers to bricks and mortar retailers saw the NRF Annual Convention & EXPO in New York, which was attended by more than 27,000 people last week, as a golden opportunity to get 2013 off on the right foot.
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