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Contact Center ARCHIVE

Making the Most of Social Media Engagement  Jun 10, 2013 1:50 PM By Erin Lynch

When it comes to successfully creating a social media presence for your brand, consumer interaction is key. Unfortunately, as this infographic from Reach Local points out, not every fan or follower engages the same exact way. Check out the seven most popular social media fans and the best ways to engage with them.

Preparing for Social Media Mishaps  Jun 10, 2013 12:10 PM By Erin Lynch

No matter how prepared your company is when engaging with customers through social media sites there is bound to be a public misstep. It can be a criticism from an unhappy customer or an error made by your social media team but in order to save face, it comes down to how you handle it.

How to Improve Post-Sales Support through Mobile  Jun 05, 2013 2:55 PM By Jonathan Levitt

Mobile commerce has arrived. A surge in tablet adoption – with one-third of American consumers expected to own one by 2015 – and the near ubiquity of smartphones has created a tipping point for mobile retail. By the end 2017, mobile retail sales in the U.S. will reach $31B, up from $8B this year.

Meeting Customer’s Delivery Expectations  Jun 03, 2013 4:58 PM By Daniela Forte

Are you setting shipping and delivery expectations to make the ecommerce experience less tricky for your customers. Some customers want their products quickly while others prefer a cheaper shipping option even if it takes longer, according to a blog post by Fifth Gear.

Social Media Use Expected to Rise in Contact Centers  May 22, 2013 6:22 PM By Erin Lynch

While a focus on social media initiatives seems to be lacking in most contact centers as of late, a new Deloitte study has found that the use of social media is expected to rise within the next 24 months.

Getting Social with Customer Service  May 21, 2013 2:28 PM By Erin Lynch

As ecommerce sellers begin to embrace social media as a way to engage with customers, many are finding it to be a perfect opportunity to also use it as a customer service tool, also known as eServices.

Shoppers Prefer Sites with Live Chat  May 20, 2013 8:14 PM By Erin Lynch

Shoppers want a site to be highly optimized, they want shipping to be fast, and now they want immediate interaction with the contact center. This is why it is more important than ever for your site to offer live chat.

How to Prepare the Right Agents for Your Customers  May 14, 2013 3:23 PM

When customer service representatives are getting bombarded with upset customers, the reps themselves tend to start getting upset themselves. When you are looking to hire contact center reps, that’s part of an expectation you need to set. Here are three key takeaways from this article by Flavio Martins, VP of Customer Support at DigiCert on […]

Using Social Media as a Customer Service Tool  May 09, 2013 8:12 PM By Erin Lynch

brand followers are not just about using social media to gain coupons or deals from retailers, it’s the place to be heard. This infographic touches on the many ways retailers can use social media for customer service and how that can turn your company from “good” to “great.”

Mobile Ready Contact Centers Gaining Speed  May 06, 2013 7:44 PM By Erin Lynch

Is your contact center ready to go mobile? With smartphone use continually growing, more and more shoppers are going to look for a mobile ready contact center.






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