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Contact CenterMar 28, 2012 3:22 AM By Kathleen Peterson
Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives
Contact CenterMar 13, 2012 10:46 PM By Matt Reutiman
Upselling is an essential element of retail marketing, and contact centers are ideally suited to do it effectively and efficiently. Contact Centers should be every retailer
Contact CenterMar 03, 2012 2:22 AM By Kim Silva
During peak times the order calls roll in at contact centers, but during off peak it
Contact CenterFeb 28, 2012 11:51 PM By Lauren Ziskie
The voice of the customer has now amplified. This shift in consumer behavior does not signal the death of the contact center model, but an evolution in the way companies must address customer concerns. Here are 5 ways contact centers can connect with customers using Web 2.0 channels.
Contact CenterFeb 22, 2012 10:59 PM By Barbara Burke
Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but will make your customers more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.
Contact CenterFeb 15, 2012 2:43 AM By Stewart Buskirk
Finding effective ways to communicate important updates quickly can greatly enhance your contact center environment. Here are four tips that will make information sharing easier.
Contact CenterFeb 01, 2012 9:34 PM By MCM staff
How do you find more time in your contact center? Here are 5 tips to help you develop a leadership time planner that allows you to stay in control.
Contact CenterJan 04, 2012 8:17 PM By Penny Reynolds
The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We
Contact CenterJul 04, 2011 10:34 PM By Kathryn Jackson
Your contact center reps should be well trained to handle live chats, since it
Contact CenterJul 21, 2010 3:21 AM By Melissa Dowling
When the Internet first came along as a viable channel, custom logo apparel cataloger Queensboro Shirt Co. thought it would be able to shut down its call center, according to chairman/founder Fred Meyers.