Contact Center ARCHIVE

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.

Amazon Ramping Up Its Distribution Centers  Nov 04, 2013 3:33 PM By Erin Lynch

Amazon is once again flexing its fulfillment muscle by announcing plans to add new fulfillment centers throughout the United States in Southern California, Wisconsin and Maryland.

Great Customer Service Expected to Drive Customer Loyalty this Holiday  Oct 30, 2013 12:14 PM By Erin Lynch

Want to know how to capture the loyalty of a holiday shopper? It turns out it’s all about high-quality customer service, free shipping, and offering deals and discounts, according to a recent study by PriceGrabber. Read more to get a clear and focused snapshot on where the consumer will shop, how much they will spend, and what makes them continually come back this holiday season.

Online Support Centers are Essential for Fast Growing Companies  Oct 15, 2013 7:25 PM By MCM Staff

With self-service support, such as a customer portal or support center, customers can help themselves 24 hours a day. Learn how customer self-service support leads to higher customer satisfaction at a lower cost.

Shaky Consumer Confidence Could Affect Seasonal Hiring  Sep 25, 2013 2:06 PM By Erin Lynch

Even though merchants are gearing up for the additional hiring of seasonal employees this holiday, a new report has found that “shaky” consumer confidence and an increased in efficiencies in the retail space could prevent seasonal hiring from hitting the great heights it did in 2012.

15 Ways to Deliver the Best Order Fulfillment Experience  Sep 13, 2013 9:54 AM By Erin Lynch

Fulfilling orders is no longer about putting SKUs in a box and shipping products off to the consumer. Merchants are finding that order fulfillment is now a multifaceted operation which includes moving product, creating brand engagement, offering high quality customer service, and creating a lifetime customer. Here are 15 tactics you can use right now on how to delight customers from the warehouse floor up to the box is opened by the consumer.






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