Contact CenterMay 14, 2013 3:23 PM By MCM Staff
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 […]
Contact CenterMay 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.”
Contact CenterMay 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.
Contact CenterMay 02, 2013 2:34 PM By Erin Lynch
Customer service is key when it comes to boosting sales, customer engagement and satisfaction. Let’s face it; a happy customer is a buying customer.
Contact CenterApr 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.
Contact CenterApr 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.
Contact CenterApr 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,…
Contact CenterMar 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.
Contact CenterMar 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
Contact CenterJan 27, 2013 8:55 AM By MCM staff
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