Contact Center ARCHIVE

Consumers Will Pay for Better Customer Service from Preferred Brands  Nov 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.

What’s the Real Cost of a Fulfillment Error to Your Business?  Mar 04, 2015 3:23 PM By 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  Dec 22, 2014 11:23 AM By 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  Nov 16, 2014 11:52 AM By 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  Oct 02, 2014 2:01 PM By 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  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.

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