call center agent feature

Call Center Security Equals Customer Satisfaction

| Mishel Mejibovski

Effective customer data management is par for the course in the call center, so data protection is critical. Unfortunately, traditional browsers often lack necessary security controls, leaving data significantly vulnerable to cyber threats. You need a solution that not only provides necessary security controls but also enhances the UX while streamlining processes to increase productivity and efficiency.

call center agent feature

Holiday Customer Service Will Measure Up – If You’re Prepared

| Kim Houlne

Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.

Hacking Productivity Across a Dispersed Ecommerce Team

| Isaac Kohen

Ecommerce customers expect 24×7 service across email, chat, call, and social media. Online shopping today means your customers can be anywhere and reach out to you at any time with questions about a purchase, shipping or credit card issues. Here are a few tips that will help keep communication open between the customer and retailer.

call center agent feature

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

| Jasmine Brown

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.