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.
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.
Since it began working with NetSuite, Jimmy Jazz has averaged 87% annual ecommerce growth over the past four years.
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.
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.
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.