Contact Center ARCHIVE

Measuring What Matters in the Contact Center  Aug 12, 2014 9:10 AM By 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.

Engaging Customers on all Channels  Aug 04, 2014 5:12 PM By Stijn Hendrikse

Missing any customer contact, or responding too slowly, often results in lost sales and revenues. Here’s how omnichannel merchants can better manage inbound customer requests from multiple engagement channels.

Jimmy Jazz Sees Successful Ecommerce Growth  Jun 20, 2014 1:41 PM By Daniela Forte

Since it began working with NetSuite, Jimmy Jazz has averaged 87% annual ecommerce growth over the past four years.

Why Customer Service and Distribution Go Hand-in-Hand  May 27, 2014 10:48 AM By Tim Parry

While marketing and customer service clearly go hand-in-hand, the bridge between the contact center and order fulfillment can sometimes go ignored. In this video, S&S Worldwide Director of Distribution Mark Desrosiers talks about how he interacts with the customer service team to help ensure the best overall customer experience.

The Ineffectiveness of Live Chat Greetings  May 05, 2014 8:32 AM By Tim Parry

On average, only every 12th greeting leads to a chat. However, there is a lot of room for improvement, as exemplified by some of the business using well-customized greetings.

The Contact Center Is Your Customer Service Gateway  Apr 16, 2014 2:14 PM By Tim Parry

Quite possibly, your contact center is your company’s unsung hero. But how are ecommerce and omnichannel merchants treating their contact centers? Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey.

Read the April 2014 Operations & Fulfillment Guide  Apr 15, 2014 4:26 PM By Tim Parry

Returns, shipping and delivery, fulfillment, contact centers and more are covered in the latest edition of Multichannel Merchant.

Metrics that Matter in the Contact Center  Apr 01, 2014 7:39 AM By Tim Parry

The consumer landscape has changed and not only do consumers expect a quick response, but also a thoughtful and informative dialogue. Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey results.

Winning Hiring Strategies for the Contact Center and Warehouse  Mar 20, 2014 5:04 PM By Erin Lynch

We have a tremendous line up of speakers at our upcoming Operations Summit. Anne Embrey, vice president of continuous improvement with Replacements, LTD., is one of those amazing speakers.

SmartHub Report Finds Delivery Times Nearly Doubled over Cyber Monday  Mar 17, 2014 11:54 AM By MCM Staff

So how did over 230 of the leading merchants fare during the 2013 Cyber Monday? This report analyzed retailers response to shipping and delivery timing, free shipping, promotions, returns and customer service.






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