12 Tips to Reduce Customer Hold Times

| Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them 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.

An Innovation Checklist for Direct to Customer Operations

| MCM Staff

The recent Executive Operations Forum at Operations Summit 2017 generated many ideas and cost-savings tips. What improvements, best practices and innovations have you implemented in your contact center, fulfillment and inventory management? Here are 27 innovations that six direct to customer companies attending the forum have implemented.

ebags

eBags On the Importance of Consistent Brand Communication

| Mike O'Brien

Catherine Harrison, director of operations for eBags, talks about her company’s approach to keeping its customers in the loop and satisfied. eBags is a finalist in the category of brand communication for the third annual Excellence in Customer Experience Awards, to be presented at a March 29 luncheon ceremony at Operations Summit 2017 in Pittsburgh.

5 Ways to Alleviate Frustration after a Tough Customer Interaction

| Angie Stocklin

It’s often a challenge to shrug off a difficult customer interaction. We’re all human, after all! To stay efficient and keep quality up, here are 5 tips from the “customer happiness team” at One Click Ventures to help your agents release tension, alleviate frustration and move on after a challenging exchange.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

9 Ways to Improve Your Contact Center Operations

| Curt Barry

Many ecommerce pure plays don’t see the value of contact centers. However they can drive revenue and provide customer-centric service, rather than just hoping visitors get all they need from a self-service website. Here are some proven tips for improving the effectiveness of your customer care operations.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

Service with a Hidden Smile

| Gemma Baker

Smiling is a great tool for call center staff, as it can make employees more comfortable. Our natural tendency is to stick with attributes that are familiar to us; smiling decreases this need and hence can help staff experiencing an uncomfortable conversation to handle it better.

Vermont Country Store

Training Agents to Reflect the Brand at Vermont Country Store

| Mike O'Brien

Vermont Country Store trains its agents to go beyond basic product knowledge to see themselves as brand ambassadors, and treat each everyone like family. See how this ethic is instilled in reps, and how they use active listening to pick up on cross-sell and upsell opportunities, without the hard sell. You can also hear the brand go more in depth on the subject at Operations Summit 2016, April 12-14 in Cincinnati.