Contact Center ARCHIVE

5 Ways Online Retailers Can Empower Frontline Customer Service Reps  Feb 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.

It’s Customer Experience, Not Customer Service, at Moosejaw  Feb 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.

3 Metrics for Reducing Customer Contact Rates  Feb 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.

Brooks Brothers Michael Moseman Gets Candid on Customer Service  Feb 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.

10 Ways to Quickly Address Consumer Complaints on Social Media  Jan 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.

New Innotrac Study Looks Into Holiday 2013 Experience  Jan 27, 2014 11:51 AM By MCM Staff

Innotrac has released the findings of its SmartHub Holiday Promotions study which tracked the entire ecommerce experience from ordering, to shipping, packaging, customer service, and returns through the eyes of the customer.

Using Big Data to Improve Contact Center Operations  Jan 16, 2014 11:24 AM By Erin Lynch

While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.

How to Avoid the Post-Holiday Blues  Jan 14, 2014 10:43 AM By Maria Haggerty

In the weeks after the holidays, many retailers simply resign themselves to sluggish traffic and anemic sales totals. The good news is that it doesn’t have to be that way. Although you may not be able to replicate the fever pitch of the holiday shopping season, with the right strategy in customization, fulfillment, customer service, and discounts, you can stimulate retail activity and avoid the post-holiday blues.

7 Tips for Messaging a Delay in Shipping  Jan 08, 2014 7:37 AM By Chris Vodola

But despite the best efforts of retailers, if Mother Nature throws a wrench in shipping plans there is little that can be done to control the last mile of the online shopping experience. Here are seven tips for customer service teams that need to communicate a delay in shipping to customers.

QVC’s Contact Center Gets Top Score in ForeSee Experience Index  Jan 07, 2014 11:36 AM By Daniela Forte

QVC had the highest score in contact center customer satisfaction with a score of 88. QVC beat out Amazon, Costco, O’Reilly Auto Parts and PetSmart which each saw a score of 85, according to the recent ForeSee Experience Index: 2014 U.S. Retail Edition.






© 2014, Access Intelligence, LLC. All rights reserved.