12 Tips to Reduce Customer Hold Times

| Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them 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.

5 Ways Online Retailers Can Empower Frontline Customer Service Reps

| Chris Vodola

Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

Solving Pain Points of Contact Center Forecasting

| Bob Webb

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.

The Contact Center of the Future

| 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.

key performance indicators, KPIs, operations and fulfillment, warehouse/distribution Center, distribution center, direct-to-consumer, direct-to-consumer operations, performance metrics, employee productivity, employee coaching, manager training

Learning to Let Go When Outsourcing

| Curt Barry

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.