Going from smart to genius with your contact center is very simple. An intelligent contact center will use customer data to make their brands psychic, according to an article by Teletech. Bringing your contact center from smart to genius cultivates relationships between agents and customers and generates loyalty.
As ecommerce sellers begin to embrace social media as a way to engage with customers, many are finding it to be a perfect opportunity to also use it as a customer service tool, also known as eServices.
When customer service representatives are getting bombarded with upset customers, the reps themselves tend to start getting upset themselves. When you are looking to hire contact center reps, that’s part … Continue Reading →
brand followers are not just about using social media to gain coupons or deals from retailers, it’s the place to be heard. This infographic touches on the many ways retailers can use social media for customer service and how that can turn your company from “good” to “great.”
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
This mobile revolution has consumers placing high demands on merchants to evolve their support models so they can resolve their issues on the fly, via their mobile or tablet device, and in between text messages. Here
There are several qualities that an outsourced contact center must possess to provide outstanding customer service. Here are three tips to improve the customer experience in an outsurced contact center.
The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers. If your contact center is looking to launch or advance a social CRM program, here are 4 tips to remember.
The Vermont Teddy Bear Company, along with sister companies Calyx Flowers and Pajama Gram, faces the challenges of being a seasonal business. More than 60% of its annual revenue comes during the Christmas and Valentine
The Pittsburgh contact center is a stand-alone, leased facility, while Columbus and Milwaukee are housed inside existing J.C. Penney facilities owned by the company. Calls to JCP dropped 30% since the company started its “Fair and Square” pricing policy in February.