Contact Center ARCHIVE

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.

Why Incentive Programs Help Increase Upselling in the Contact Center  Mar 12, 2014 9:09 AM By Daniela Forte

The contact center staff needs to be trained and coached on how to collect and use valuable data from customers to encourage the purchases of additional products and services. Learn ways to successfully upsell in the contact center.

How Contact Centers Can Recapture Revenue Through Better Reporting  Mar 09, 2014 3:27 PM By Steve Wellen

Every day, more contact centers are providing more of what consumers need: real, valuable service. And that means more revenue. But that’s still the exception to the rule. Here’s a quick look at what is holding contact centers back, and how they can forge a better way forward.






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