Contact Center Archives - Page 3 of 21

Vermont Country Store On Creating Agents as “Shopkeepers”

March 3, 2016 | Mike O'Brien

What does it mean to have CSRs act not just as problem-solvers but as “shopkeepers”of your brand’s unique style? Kara Soulia, director of operations, and Melissa Lackney, operations training and development coordinator for Vermont Country Store, explain the concept, and how they train their agents to extend the down-home feel of the company’s trademark stores to every channel and interaction, while being alert for “cues and clues” that can lead to cross-selling and upselling opportunities.

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

Qualitative Feedback Helps Brands Create Better Customer Experiences

March 3, 2016 | Daniela Forte

Feedback can go a long way in order to connect a brand to its customers. That is why it is so imperative to create that connection in order to have a long-lasting relationship with your customer. Here is how several brands are connecting with the customer.

customer service, customer experience, call center, customer service reps

Poor Customer Service Affecting Businesses

December 10, 2015 | MCM Staff

A new national survey from Corvisa shows consumers are getting fed up with poor customer service and as a result, businesses’ livelihoods are at stake.

Is Your Customer Service Performance Building Confidence and Loyalty?

December 8, 2015 | Curt Barry

What are you doing in customer service to keep folks happy? What are the metrics and are you hitting service levels? Here are some key points to consider.

Consumers Will Pay for Better Customer Service from Preferred Brands

November 25, 2015 | MCM Staff

A new Xerox report reveals that over half of consumers polled in Europe and the U.S. would pay more for better customer care from their preferred brands.

What’s the Real Cost of a Fulfillment Error to Your Business?

March 4, 2015 | Curt Barry

What’s the actual cost of a fulfillment error to your business? Could it be a lost customer? Increase your focus on improving the error reduction process.

Belk Renews Contract with eBay Enterprise for Customer Service Management

December 22, 2014 | MCM Staff

eBay Enterprise announced an extended multiyear agreement with department store chain Belk Inc. to provide Belk with multi-site customer support.

Taking your Contact Center Across Borders

November 16, 2014 | Frank Ortiz

Entry into new markets, expanded ecommerce and improved customer service – if any of these appear on your list of priorities for 2015, the chances are that you might also be thinking of opening a new contact center, either in the U.S. or overseas. Here’s why you need to also think about a PCI compliant cloud-based payment processing solution.

Bringing Your Contact Center Across Borders

October 2, 2014 | Tim Parry

With the growing popularity of cross-border ecommerce, do you need to expand your contact center strategy? Depending on which countries you ship to should determine if you need additional contact center needs, or the need to outsource services. Here’s how Brooks Brothers works with its global customers.

Measuring What Matters in the Contact Center

August 12, 2014 | Tim Parry

It should not come as a surprise that the most important contact center metrics, according to the MCM Outlook 2014 survey results, involve making customers happy.

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