This mobile revolution has consumers placing high demands on merchants to evolve their support models so they can resolve their issues on the fly, via their mobile or tablet device, and in between text messages. Here
Channel shifting is an old concept which is re-emerging with the advent of new technologies consumers use to interact with brands. Here’s how to optimize your marketing investment.
There are several qualities that an outsourced contact center must possess to provide outstanding customer service. Here are three tips to improve the customer experience in an outsurced contact center.
The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers. If your contact center is looking to launch or advance a social CRM program, here are 4 tips to remember.
The Vermont Teddy Bear Company, along with sister companies Calyx Flowers and Pajama Gram, faces the challenges of being a seasonal business. More than 60% of its annual revenue comes during the Christmas and Valentine
For online merchants to reap the most benefits from live chat, they have to treat it as a distinct communication channel, according to Bold Chat
Live chat patrons are more likely to have higher household incomes, more likely to shop more frequently, spend more, have a college degree, and be between the ages of 31-50, the report says. While this demographic appeals to merchants, frequent live chatters (those who have chatted at least four times in the previous three months) exhibit these traits in an amplified way and warrant special attention.
The Pittsburgh contact center is a stand-alone, leased facility, while Columbus and Milwaukee are housed inside existing J.C. Penney facilities owned by the company. Calls to JCP dropped 30% since the company started its “Fair and Square” pricing policy in February.
Merchants need to “move off the needle” to support live chat because it has reached a “tipping point” of adoption, according to Bold Chat’s 2012 Live Chat Effectiveness Research Report.
To be successful, a cross-sell/up-sell program has to clearly answer very specific “what, who, why, when and how” questions. You may have the “what” right, but have you clearly documented the “who” or communicated the “why?”