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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.
Contact CenterMar 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.
Contact CenterDec 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.
Contact CenterNov 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.
Contact CenterOct 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.
Contact CenterAug 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.
Contact CenterAug 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.
Contact CenterJun 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.
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