Subscribe To X
In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.
The director of Ventnor, NJ-based consultancy Marketing Systems Analysis, Ernie Schell takes a quarterly look around the changing software landscape for MULTICHANNEL MERCHANT/OPERATIONS + FULFILLMENT.
Behavioral data are just what they seem
To gain a better understanding of the true performance of their sales and operations, more merchants are implementing business intelligence (BI) solutions.
Shopping for order management software (OMS) is never fun, but at least we’ve done much of the legwork for you with our annual roundup. We have four new
There is not yet a standard definition for a contact center
Because customer loyalty tends to lead to retention and advocacy, it
Identifying the next big thing in the software world is always a dicey proposition. Too many have proven to be either short-lived fads or expensive sidetracks,
Lifetime value-based decision making has captured the spotlight recently with the launch of uTango, which promises up to $1 million to couples who meet spending targets over the long term.
Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support