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Contact CenterApr 14, 2010 7:48 PM By Penny Reynolds
Creating a successful selling or upselling program is a matter of putting the right people on the phones, training them properly, and creating policies and incentives to make them successful.
Contact CenterOct 14, 2009 3:42 AM By Jim Tierney
Multititle cataloger Redcats USA announced it will close its customer contact center located in Universal City, TX, on Dec. 18. Nearly 500 employees will be laid off.
Contact CenterAug 19, 2009 3:37 AM By Penny Reynolds
Some catalog centers with a busy seasonal holiday pattern look to local businesses that may slow down in the fall. Some recruit workers directly with great success from businesses that have a summer peak. You can choose to try to reach these potential staff with wide and well-timed advertising, or you can elect to go directly to the source and work with those businesses directly.
Contact CenterApr 22, 2009 9:01 PM By Nicolas de Kouchkovsky
Considering a merger or an acquisition to beat the recession? A lot of companies find that there
Contact CenterApr 15, 2009 7:45 PM By MCM staff
The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey on the road to productivity a safer one.
Contact CenterApr 08, 2009 10:17 PM By Melissa Dowling
Multichannel merchants could be doing a better job keeping tabs on their merchandise vendors, according to Curt Barry, president of operations consultancy F. Curtis Barry & Co. Specifically, Barry told attendees at the NCOF show in Las Vegas last month that more direct merchants should be using vendor scorecards.
Contact CenterApr 08, 2009 10:13 PM By Ken Magill
Is click-to-chat a wise option for every merchant
Contact CenterApr 08, 2009 10:07 PM By Jim Tierney
Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff – all but 50 of its 200 workers – at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel.
Contact CenterApr 02, 2008 6:50 PM By Liz Kislik
Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to
Contact CenterApr 01, 2008 9:30 PM By Liz Kislik
What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s