Contact CenterDec 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.
Contact CenterDec 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.
Contact CenterNov 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.
Contact CenterNov 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.
Contact CenterNov 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.
Contact CenterOct 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.
Contact CenterOct 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.
Contact CenterSep 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.
Contact CenterSep 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.
Contact CenterSep 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.