Contact Center ARCHIVE

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.

The Great Expectation of Customer Service  Sep 10, 2013 11:37 AM By Erin Lynch

A recent survey of 6,000 online shoppers has found that the number one most important factor when it comes to defining and offering a positive ecommerce shopping experience all comes down to customer service. So what can you do to improve your online shopping experience? It’s all about contact options such as live chat, click-to-call, and video chat in the contact center.

3 Reasons Why You Need to Get Social in the Contact Center  Aug 20, 2013 11:18 AM By Erin Lynch

With 75% of consumers stating they have posted a negative comment on a social media site after experiencing poor customer experience, it is imperative now more than ever for retailers to get their contact center in sync with social media sites such as Facebook and Twitter.

Amazon Opens First Contact Center in Kentucky  Aug 19, 2013 2:02 PM By Erin Lynch

Amazon has opened an 80,000 square-foot contact center in Kentucky this month and while the customer service center is the first of its kind there, it joins four other fulfillment centers across the Bluegrass State.

Solving Pain Points of Contact Center Forecasting  Jul 23, 2013 10:30 AM By Bob Webb

Anyone who has ever been responsible for ensuring that the right number of contact center agents are in their seats at the right time can tell you that producing an accurate schedule can be complex. If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

Office Oxygen Breathes New Life in the Workplace  Jul 10, 2013 11:12 AM By Erin Lynch

When Trainers Warehouse first launched in 1993 the most popular marketing tactic was the catalog. But when president Sue Landay decided to launch a sister retailer, Office Oxygen, earlier this year she quickly realized the power social media can have on brand exposure.






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