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Contact Center ARCHIVE

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.

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.






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