Contact Center Archives - Page 3 of 14

9 Tips for Implementing Workforce Management in the Contact Center

November 12, 2013 | Bob Webb

There are nine functions that all workforce management software should provide. Here are 9 tips for evaluating the effectiveness of your WFM software.

Online Support Centers are Essential for Fast Growing Companies

October 15, 2013 | MCM Staff

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.

The Amazon Warehouse Boom

August 30, 2013 | Erin Lynch

Amazon has been making major investments domestically and internationally to its fulfillment operations. In fact, since 2010 alone, Amazon has invested $14 billion in building new warehouses and hiring additional back-end staff all in an effort to bring more products, to more people, the fastest way possible.

Blurred Lines Between Marketing and Service Mean a Better Customer Experience

August 11, 2013 | Debra Ellis

Strategies designed to find and fill needs attract high value customers who keep coming back and bring their friends. It is obvious which type of marketing is best for long-term corporate success. The challenge is creating the strategies that work best in a real-time marketing arena that includes multiple channels.

3 Quick Tips to Prepare for the Holiday Rush

June 6, 2013 | Daniela Forte

The holiday shopping season will be approaching before we know it and if you are expecting an increase in traffic, Chris Kivlehan, vice president of account management for INetU, offered some hosting musts to prepare for the rush.

How to Improve Post-Sales Support through Mobile

June 5, 2013 | Jonathan Levitt

Mobile commerce has arrived. A surge in tablet adoption – with one-third of American consumers expected to own one by 2015 – and the near ubiquity of smartphones has created a tipping point for mobile retail. By the end 2017, mobile retail sales in the U.S. will reach $31B, up from $8B this year.

How to Prepare the Right Agents for Your Customers

May 14, 2013 | MCM Staff

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 →

Ecommerce, ecommerce fulfillment, retail, inventory management, omnichannel, omnichannel fulfillment, omnichannel operations, ship to store, ship from store, in-store pickup, customer experience, shipping, free shipping, Amazon

Consumers Want Customized In-Store Experience Over Online Shopping

May 9, 2013 | Erin Lynch

More than two-thirds of Americans prefer to shop in traditional, brick and mortar stores than online commerce sites, according to a recent survey. The survey found that shoppers gravitate towards retail locations that offer customized shopping experiences.

More Merchants Monitor Social Media than Offer Live Chat

March 20, 2013 | Tim Parry

More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey. According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% are using live chat technology.

Best Buy Swaps Email Out for Live Chat

December 22, 2012 | Erin Lynch

Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.

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