Contact Center ARCHIVE

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

Channel Shifting: How to Optimize Your Marketing Investment  Jun 21, 2012 1:57 AM By Shamez S. Dharamsi

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.

3 Tips for Better Customer Service in an Outsourced Contact Center  Jun 14, 2012 12:44 AM By Herman Shooster

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.

4 Tips to Launch a Social Media Customer Service Program in Your Contact Center  Jun 05, 2012 11:53 PM By Lauren Ziskie

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.

Sudden Impact: How Vermont Teddy Bear Staffs and Trains its Holiday Help  Jun 01, 2012 8:55 PM By Katie Camardo

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

Online Merchants Must Treat Live Chat as Distinct Channel  May 02, 2012 10:50 PM By Jim Tierney

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

Report: Frequent Live Chatters Demand Special Attention  Apr 24, 2012 2:29 AM By Jim Tierney

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.

J.C. Penney Says Drop in Call Volume Means Contact Center Closing  Apr 17, 2012 5:10 AM By Jim Tierney

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.






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