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Contact CenterApr 01, 2014 7:39 AM By Tim Parry
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.
Contact CenterMar 20, 2014 5:04 PM By Erin Lynch
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.
Contact CenterMar 17, 2014 11:54 AM By MCM Staff
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.
Contact CenterMar 12, 2014 9:09 AM By Daniela Forte
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.
Contact CenterMar 09, 2014 3:27 PM By Steve Wellen
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.
Contact CenterFeb 24, 2014 11:37 AM By Chris Vodola
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.
Contact CenterFeb 21, 2014 10:48 AM By Erin Lynch
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.
Contact CenterFeb 13, 2014 3:50 PM By Joe Schnaufer
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.
Contact CenterFeb 04, 2014 2:00 PM By Erin Lynch
Michael Moseman, Director, Customer Contact Center at Brooks Brothers, got candid with Multichannel Merchant and discussed how he uses social media on a day-to-day basis, what merchant he thinks is mastering the art of customer service right now, and some other things you may not known about him.
Contact CenterJan 30, 2014 12:40 PM By Erin Lynch
With millions of Americans logging on to social media sites like Facebook and Twitter multiple times a day, it has not only become one of the most popular ways to keep tabs on friends, but also a place to gripe about negative experiences with brands. However, retailers can turn those moans and complaints into rave reviews by using these simple tips.
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