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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.
Contact CenterAug 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.
Contact CenterAug 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.
Contact CenterJul 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.
Contact CenterJul 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.
Contact CenterJul 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.
Contact CenterJun 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.
Contact CenterJun 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.