Contact CenterApr 25, 2016 1:59 PM By Mike O'Brien
Figuring out how to make omnichannel operations successful and profitable, dealing with Amazon’s continual disruptions, creating a consistently excellent customer experience across operational areas and growing cross-border commerce were among the hot topics at the fifth annual Operations Summit. The event was held in Cincinnati, OH, an ecommerce operations hotbed, and drew more than 800 direct-to-customer and omnichannel operations professionals and providers.
Contact CenterApr 06, 2016 5:10 PM By MCM Staff
Newegg announced it will team with Facebook messenger to enhance customer support. See what Newegg’s plans are and what this will mean for their customer support.
Contact CenterMar 21, 2016 7:20 AM By Elizabeth Clor
Your presence and engagement on social media can be a powerful tool, setting your ecommerce business apart from the competition. Here are four ways a strategically planned and carefully executed social customer service program can better your business and positively impact your bottom line.
Contact CenterMar 15, 2016 1:55 PM By Mike O'Brien
Vermont Country Store trains its agents to go beyond basic product knowledge to see themselves as brand ambassadors, and treat each everyone like family. See how this ethic is instilled in reps, and how they use active listening to pick up on cross-sell and upsell opportunities, without the hard sell. You can also hear the brand go more in depth on the subject at Operations Summit 2016, April 12-14 in Cincinnati.
Contact CenterMar 15, 2016 11:16 AM By Angie Stocklin
Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding proof that you’re building a tribe of followers, cheerleaders, and referrers who love what you do. Here are a few ways you can get started in making sure you’re setting up your call center agents for success from day one.
Contact CenterMar 03, 2016 10:47 AM By 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.
Contact CenterMar 03, 2016 10:44 AM By 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.
Contact CenterDec 10, 2015 1:50 PM By 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.
Contact CenterDec 08, 2015 10:59 AM By 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.
Contact CenterNov 25, 2015 10:18 AM By 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.