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Contact Center ARCHIVE

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.

Bare Necessities Blindsided by UPS Issues  Dec 30, 2013 1:47 PM By Tim Parry

Though Bare Necessities ships via FedEx and UPS and uses both shippers’ last mile services with the United States Postal Service, chief operating officer Bill Richardson told Multichannel Merchant the majority of packages it shipped that had not arrived on time were being carried by UPS.

Video Puts a Human Face on Customer Service  Dec 20, 2013 2:40 PM By Dr. Melody King

Many online retailers are discovering the role video can play in enhancing their customer service program, while also helping reduce costs in this area. Here are five ways you can incorporate video into your website to strengthen your customer service, and avoid having small issues flare up into major PR and social media nightmares.

Contact Centers Were Up to Task This Cyber Weekend  Dec 06, 2013 1:58 PM By Tim Parry

Customer satisfaction is a huge issue for online retailers, especially during the holiday season. In this video interview, StellaService CEO Jordy Leiser talks about his company’s Thanksgiving Weekend findings.

5 Tips on Creating Holiday Ready Customer Service  Dec 06, 2013 9:42 AM By Dennis Casey

With the holiday shopping season in full swing, merchants are looking to boost holiday sales this year. However, business could ultimately suffer if customer service is not up to par. Here are five tips that will lead to not only exceptional customer service across all channels but also a happy customer.

Bad Connection: Limited Live Call Agents Easily Accessible Over Cyber Weekend  Dec 05, 2013 12:55 PM By Erin Lynch

The Cyber Weekend holiday was one for the record books for online merchants. The influx of holiday shoppers also meant and increase in holiday contact center calls. However, according to a recent survey conducted by StellaService, a majority of consumers spent most of their holiday weekend on hold.

Your Shipping and Fulfillment Holiday Checklist  Dec 03, 2013 11:50 AM By Maria Haggerty

The more time and energy you invest in planning your holiday shipping and fulfillment strategy, the more effective your brand will be in delivering the type of customer experience that will keep shoppers coming back in 2014. While it’s too late to effectively change your retail agenda through the end of the year, here is a list things you can focus on from now through Christmas.

Conversion Rate Optimization for the Holiday Season  Nov 18, 2013 8:03 AM By Tim Parry

With billions of dollars worth of goods sold online, holiday season ecommerce has been very important to the economy. And it will only keep growing in the future. This infographic can help you design and execute your end-of-year campaigns.

9 Tips for Implementing Workforce Management in the Contact Center  Nov 12, 2013 3:23 PM By Bob Webb

There are nine functions that all workforce management software should provide. Here are 9 tips for evaluating the effectiveness of your WFM software.






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