Contact Center ARCHIVE

Report: Merchants Need to Address Live Chat  Apr 17, 2012 1:41 AM By Jim Tierney

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.

5 Questions That Will Help With Up-selling and Cross-selling  Apr 16, 2012 6:40 AM By MCM staff

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?”

Fulfillment and Contact Centers: Making the Internal vs. Outsourcing Decision  Apr 16, 2012 12:18 AM By Curt Barry

Is 3PL for you? Here’s how to analyze your current operations, as well as your options.

Benchmarking Contact Center Best Practices for Cross-Selling & Up-Selling  Apr 04, 2012 11:35 PM By Jason Lancaster

Taking advantage of cross-selling and up-selling can maximize company profits and significantly enhance the overall customer experience by adding value to customers during inbound interactions and limiting the number of outbound calls potential and existing customer receive. Here’s four steps for effectively incorporating cross-selling and up-selling into your contact center

Best Practices for Up-selling and Cross-selling in the Contact Center  Mar 28, 2012 3:22 AM By Kathleen Peterson

Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives

Six Tips to Upsell in the Contact Center  Mar 13, 2012 10:46 PM By Matt Reutiman

Upselling is an essential element of retail marketing, and contact centers are ideally suited to do it effectively and efficiently. Contact Centers should be every retailer

Four Simple Ways to Help Your Inbound Service Team Drive Sales  Mar 03, 2012 2:22 AM By Kim Silva

During peak times the order calls roll in at contact centers, but during off peak it

5 Ways Contact Centers Can Use Web 2.0 Channels  Feb 28, 2012 11:51 PM By Lauren Ziskie

The voice of the customer has now amplified. This shift in consumer behavior does not signal the death of the contact center model, but an evolution in the way companies must address customer concerns. Here are 5 ways contact centers can connect with customers using Web 2.0 channels.

12 Tips to Reduce Customer Hold Times  Feb 22, 2012 10:59 PM By Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but will make your customers more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.

4 Tips on Information Sharing in Your Contact Center  Feb 15, 2012 2:43 AM By Stewart Buskirk

Finding effective ways to communicate important updates quickly can greatly enhance your contact center environment. Here are four tips that will make information sharing easier.






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