Contact CenterMar 04, 2015 3:23 PM By Curt Barry
What’s the actual cost of a fulfillment error to your business? Could it be a lost customer? Increase your focus on improving the error reduction process.
Contact CenterDec 22, 2014 11:23 AM By MCM Staff
eBay Enterprise announced an extended multiyear agreement with department store chain Belk Inc. to provide Belk with multi-site customer support.
Contact CenterNov 16, 2014 11:52 AM By Frank Ortiz
Entry into new markets, expanded ecommerce and improved customer service – if any of these appear on your list of priorities for 2015, the chances are that you might also be thinking of opening a new contact center, either in the U.S. or overseas. Here’s why you need to also think about a PCI compliant cloud-based payment processing solution.
Contact CenterOct 02, 2014 2:01 PM By Tim Parry
With the growing popularity of cross-border ecommerce, do you need to expand your contact center strategy? Depending on which countries you ship to should determine if you need additional contact center needs, or the need to outsource services. Here’s how Brooks Brothers works with its global customers.
Contact CenterAug 12, 2014 9:10 AM By Tim Parry
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.
Contact CenterAug 04, 2014 5:12 PM By Stijn Hendrikse
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.
Contact CenterJun 20, 2014 1:41 PM By Daniela Forte
Since it began working with NetSuite, Jimmy Jazz has averaged 87% annual ecommerce growth over the past four years.
Contact CenterMay 27, 2014 10:48 AM By Tim Parry
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.
Contact CenterMay 05, 2014 8:32 AM By Tim Parry
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.
Contact CenterApr 16, 2014 2:14 PM By Tim Parry
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.