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.
Returns, shipping and delivery, fulfillment, contact centers and more are covered in the latest edition of Multichannel Merchant.
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.
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.
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.
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.
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.
Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.
As the associate project manager at Moosejaw Mountaineering, Jerry Hoopfer prides himself on the fact that his staff has an unwavering ability to take ownership of customer contact. Hoopfer took some time to get candid about customer service, social media, and who, in his opinion, is mastering the customer service space right now in this Q&A with Multichannel Merchant.
Inefficiencies in customer service offerings cost businesses millions of dollars each year. After reading this article by Joseph Schnaufer from cleverbridge, you will walk away with the tools needed to reduce rates in the contact center.