Contact Center ARCHIVE

Join us for the 2013 Operations Summit Conference  Jan 16, 2013 12:22 PM By MCM staff

Direct-to-customer merchandise sales are skyrocketing. Whether you sell to consumers or businesses, your direct-to-customer sales will be a crucial part of future growth and strategy. Which is why we are inviting you to attend the only conference exclusively about ecommerce and catalog operations & fulfillment: the 2013 Operations Summit.

Best Buy Swaps Email Out for Live Chat  Dec 22, 2012 12:10 AM By Erin Lynch

Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.

5 Steps to Improve your Contact Center Results  Oct 29, 2012 7:35 PM By Mariann McDonagh

Even as the contact center continually evolves to handle new channels and greater complexity, improving the efficiency and productivity of your customer experience agents doesn

5 Contact Center Holiday Tips  Oct 13, 2012 12:41 AM By Kim Silva

The holidays are upon us now, which means you

Website Usability Testing Boosts Profitability for B-to-Bs  Sep 20, 2012 4:43 PM By Richard H. Levey

The obvious difference between business-to-business and consumer websites is the immediacy of conversion. B-to-b sales cycles are usually much longer, and often incorporate live salespeople and multiple decision makers.

The 3 C’s for Effective Order Fulfillment  Sep 05, 2012 4:32 AM By Kim Brandt

Whether you use outsourced fulfillment or choose to run your fulfillment yourself, keep these three C

9 Tips for Effective Live Chat  Aug 02, 2012 1:38 AM By Erin Lynch

So just how do you make live chat work successfully for your company? We have nine tips to show you how to master the contact center art form.

How to Make Live Chat Work for You  Aug 02, 2012 1:16 AM By Erin Lynch

When it

5 Customer Service Tips to Boost Online Sales  Jul 11, 2012 8:14 PM By Wendy Shooster

Brick-and-mortar retailers sell more when they have more staff on the floor to help customers. This also applies in the online environment. Here are five tips to help your customer service boost online sales.

The Mobile Revolution: What Does it Mean for Contact Centers?  Jul 11, 2012 2:27 AM By Lauren Ziskie

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






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