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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.
Contact CenterApr 15, 2014 4:26 PM By Tim Parry
Returns, shipping and delivery, fulfillment, contact centers and more are covered in the latest edition of Multichannel Merchant.
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.
by Curt Barry
Posted 2 days ago
by Susan Wall
Posted 2 days ago