While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.
Many online retailers are discovering the role video can play in enhancing their customer service program, while also helping reduce costs in this area. Here are five ways you can incorporate video into your website to strengthen your customer service, and avoid having small issues flare up into major PR and social media nightmares.
Customer satisfaction is a huge issue for online retailers, especially during the holiday season. In this video interview, StellaService CEO Jordy Leiser talks about his company’s Thanksgiving Weekend findings.
With billions of dollars worth of goods sold online, holiday season ecommerce has been very important to the economy. And it will only keep growing in the future. This infographic can help you design and execute your end-of-year campaigns.
There are nine functions that all workforce management software should provide. Here are 9 tips for evaluating the effectiveness of your WFM software.
Amazon is once again flexing its fulfillment muscle by announcing plans to add new fulfillment centers throughout the United States in Southern California, Wisconsin and Maryland.
With self-service support, such as a customer portal or support center, customers can help themselves 24 hours a day. Learn how customer self-service support leads to higher customer satisfaction at a lower cost.
Avoid being inconvenient, and make great customer service is a priority. Many companies have put barriers in front of customers that result in many customers running away from the company.
Online merchants often pay a steep price when it comes to chargebacks, which occur when a consumer disputes a charge made on their debit or credit card. Recipients of chargebacks … Continue Reading →
Gone are the days when the contact center meant having a customer call a 1-800 number or send an email if they have a product question or concern. Nowadays, the shape of the contact center is one that meets the needs of the 24-7 consumer and in order to do that successfully it all comes down to training.