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Contact Center ARCHIVE

The Future of the Contact Center  Apr 29, 2013 6:55 PM By Erin Lynch

The contact center as we know it will change drastically in the next few years as shoppers become more reliant on email, social media, and mobile but retailers will still need to offer the human touch.

Storified: Operations Summit 2013  Apr 26, 2013 9:13 PM By Tim Parry

Operations Summit 2013, the only conference exclusively about direct-to-customer operations and fulfillment, was held April 23-25 in Columbus, OH. Here are some of the top tips and testimonials from Multichannel Merchant’s show.

SmartHub Ecommerce Study Releases Cyber Monday Results  Apr 11, 2013 11:00 PM By Tim Parry

SmartHub® eCommerce Study Releases Cyber Monday Results (via PR Newswire) ATLANTA, April 11, 2013 /PRNewswire/ – Innotrac Corporation (NASDAQ: INOC), a best-of-breed commerce provider integrating digital technology, fulfillment, and contact center solutions to support global brands, today announced summary results of its latest SmartHub® eCommerce benchmark analysis,…

More Merchants Monitor Social Media than Offer Live Chat  Mar 20, 2013 1:14 AM By Tim Parry

More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey. According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% are using live chat technology.

How to Optimize Customer Service Across Touchpoints  Mar 04, 2013 4:18 PM By Ken Burke

Meeting consumers’ high expectations can reap substantial rewards: shoppers who use social networks for customer service are three times as likely to recommend a brand after a successful interaction. Here’s how you can deliver fluid, user-driven customer service to boost both sales and loyalty

4 Customer Service Metrics for the Contact Center for 2013  Jan 27, 2013 8:55 AM By MCM staff

 

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






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