April 2, 2013




3 Critical Steps to Avoid Social Media Meltdowns

Someday, somewhere, somehow, every retailer will deliver a bad customer experience. Products disappoint, a customer service representative has a bad day, ordering snafus occur; it happens. But in today’s socially-connected world, one customer’s small disappointment can turn into …

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In CRM, Ecommerce

cyber-weekend

December 2, 2014




What We Learned From Cyber Weekend 2014

Cyber Weekend 2014 ecommerce sales increased 12.6%, according to IBM’s real-time analytics.

That’s the good news.

But because Cyber Monday sales only rose 8.5% this year, and shopper traffic from Thanksgiving Day through Sunday dropped 5.2% from 2013, there’s widespread panic in Overreactionland.

But so …

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In Cyber Weekend 2014, Ecommerce

social-media-icons-ipad-300

March 17, 2014




How to Master the Art of Social Commerce

The world of commerce produces an endless cycle of change and progress that forces companies to keep up or risk being left behind. At first having a brick-and-mortar store was enough to attract customers and generate profits, but as sales …

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In Marketing, Social

March 20, 2013




More Merchants Monitor Social Media than Offer Live Chat

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% …

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In Contact Center, Customer Service

November 21, 2014




B2B Suppliers Are Investing in Ecommerce

As the volume of B2B purchases being made online continues to grow, B2B suppliers are responding by expanding their e-commerce platforms and overall omnichannel capabilities, according to new research conducted by Forrester Consulting in North America, France, Germany …

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In B2B, B2B

cyber-fraud-1-300

November 20, 2014




Optimizing fraud team performance during the holidays

With the holidays around the corner, those in charge of reviewing orders for fraud will have their work cut out for them. Not only are merchants expecting a dramatic spike in order volume, but Riskified’s historical data shows fraud …

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In Blog, Ecommerce

contact-center

November 16, 2014




Taking your Contact Center Across Borders

Entry into new markets, expanded ecommerce and improved customer service – if any of these appear on your list of priorities for 2015, the chances are that you might also be thinking of opening a new contact center, either in the U….

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In Contact Center, contact center

nordic-flags-300

November 16, 2014




How to Connect With Nordic Customers

The Nordic countries – Sweden, Norway, Denmark, Iceland and Finland – are an attractive group of markets for international ecommerce businesses for a number of reasons. Their increasing sophistication and adoption in online shopping has driven curiosity with the quest …

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In Blog, Global

digi-key-logo-300

November 15, 2014




European Engineers Embrace Digi-Key for Online Component Sales

Digi-Key, a supplier of electronic components, has announced an enormous spike in web traffic and online orders placed by design engineers in Europe.

According to Digi-Key, engineers in Germany, the UK, France and Italy, among other regions of Europe, are …

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In B2B, Ecommerce

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