One Click Infuses Its Core Values and Brand Mission in Customer Care

| Daniela Forte

Indianapolis-based eyewear company One Click runs its entire business, particularly its customer care center, by implementing core values and spreading its brand mission. Angie Stocklin, Co-founder and COO, recently shared how the company hires and trains new contact center agents at Ecommerce Operations Summit 2019.

Vera Bradley Sees Results with Text Solution for Customer Care

| Mike O'Brien

High-end handbag, luggage and accessories seller Vera Bradley was looking to enhance the customer experience by adding texting as a contact channel, after realizing shoppers might have already been trying to send texts to customer service numbers. See what results the company experienced with an integrated text solution.

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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.

10 Steps to Handling An Unhappy Customer

| John Asher

Unhappy customers happen everyday. This is why it is so important to make sure you do everything you can to turn a frown upside down. Here are 10 steps to help you handle an unhappy customer.

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3 Ways to Get Ahead of Evolving Customer Needs

| Kathy Juve

There is no question – the retail environment is being redefined, and retailers are being challenged to think differently about consumer demands. Here are three ways to adapt to the evolving customer.