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.
Is a merger between OfficeMax and Office Depot just a few days away? Although the office supply giants are keeping a tight lip, there have been several published reports within print and online media pointing all signs to yes.
Apparel and accessories seller GUESS will leverage VendorNet’s StoreNet technology to implement omnichannel retail capabilities, specifically fulfillment of online sales from its brick and mortar locations.
Results of the e-tailing group’s 15th Annual Mystery Shopping Study, conducted during the fourth quarter of 2012, have been released and nine merchants, including Zappos, Saks Fifth Avenue, Zappos and Office Depot have been recognize for excelling at online customer service.
Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.
Even as the contact center continually evolves to handle new channels and greater complexity, improving the efficiency and productivity of your customer experience agents doesn
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.