With the growing popularity of cross-border ecommerce, do you need to expand your contact center strategy? Depending on which countries you ship to should determine if you need additional contact center needs, or the need to outsource services. Here’s how Brooks Brothers works with its global customers.
It should not come as a surprise that the most important contact center metrics, according to the MCM Outlook 2014 survey results, involve making customers happy.
Missing any customer contact, or responding too slowly, often results in lost sales and revenues. Here’s how omnichannel merchants can better manage inbound customer requests from multiple engagement channels.
While marketing and customer service clearly go hand-in-hand, the bridge between the contact center and order fulfillment can sometimes go ignored. In this video, S&S Worldwide Director of Distribution Mark Desrosiers talks about how he interacts with the customer service team to help ensure the best overall customer experience.
Alex and Ani, best known for its expandable charm bracelets and other jewelry pieces that promote positive energy, has quickly become a household name among young women. And its growth continues to move at a rapid pace.
Quite possibly, your contact center is your company’s unsung hero. But how are ecommerce and omnichannel merchants treating their contact centers? Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey.
The consumer landscape has changed and not only do consumers expect a quick response, but also a thoughtful and informative dialogue. Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey results.
The contact center staff needs to be trained and coached on how to collect and use valuable data from customers to encourage the purchases of additional products and services. Learn ways to successfully upsell in the contact center.
Every day, more contact centers are providing more of what consumers need: real, valuable service. And that means more revenue. But that’s still the exception to the rule. Here’s a quick look at what is holding contact centers back, and how they can forge a better way forward.
Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.