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Contact Center ARCHIVE

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.

USPS to See Real Time Tracking in All Locations by Years End  Jul 01, 2013 1:43 PM By Erin Lynch

The United States Postal Service expects to see real time tracking in all 67 of its districts by the end of 2013. The move was generated to give “piece of mind” to both the customer and the shipper with 15-minute real time package tracking.

Removing the Barriers of Inconvenience  Jun 24, 2013 1:18 PM By Daniela Forte

Avoid being inconvenient, and make great customer service is a priority. Many companies have put barriers in front of customers that result in many customers running away from the company.

Live Chat and Order Updates a Major Focus for Retailers  Jun 17, 2013 3:39 PM By Erin Lynch

When it comes to revamping their ecommerce sites in 2013, retailers are focusing on keeping the consumer in the loop from the moment an order is placed right until the packaged is delivered to the doorstep.

4 Steps to Prevent Double Refunds  Jun 17, 2013 11:14 AM By Multichannel Merchant Staff

Online merchants often pay a steep price when it comes to chargebacks, which occur when a consumer disputes a charge made on their debit or credit card. Recipients of chargebacks often lose the sale, associated product, valuable time and the fees from card issuers. But those are not the only losses for merchants, as “double […]

Training for the New Contact Center  Jun 11, 2013 3:27 PM By Erin Lynch

Gone are the days when the contact center meant having a customer call a 1-800 number or send an email if they have a product question or concern. Nowadays, the shape of the contact center is one that meets the needs of the 24-7 consumer and in order to do that successfully it all comes down to training.

Bring Your Contact Center From Smart to Genius  Jun 11, 2013 12:21 PM By Daniela Forte

Going from smart to genius with your contact center is very simple. An intelligent contact center will use customer data to make their brands psychic, according to an article by Teletech. Bringing your contact center from smart to genius cultivates relationships between agents and customers and generates loyalty.

The Contact Center of the Future  Jun 11, 2013 11:09 AM By Erin Lynch

Smartphones, tablets, and social media sites such as Facebook and Twitter not only have transformed the way consumers shop but they have also changed the face of the contact center. It’s no longer a world of customer representatives but now a world of universal agents.






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