Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.
A good Voice of the Customer program will help you improve your customer experience and gather insights that can be fed into a business strategy that resonates with their needs. Here are 6 steps to help you reach that goal.
Customer feedback is vital in any business or industry and retailers in particular are utilizing it to not only put specific products under a microscope but also to analyze how they’re providing the best experience across all their channels. Here is how to successfully leverage your customer feedback in the contact center.
China, one of the most dynamic retail markets in the world, is ranked as the top country in the 2016 Global Retail Development Index, while India’s high market potential, fast growth, improved regulatory environment, and ease of doing business pulled it up to second in the rankings. Click and see which other emerging markets are atop the list.
As retailers strive to deliver on improved customer experience, one area they are concentrating on is integrating social media into their contact centers.
Entry into new markets, expanded ecommerce and improved customer service – if any of these appear on your list of priorities for 2015, the chances are that you might also be thinking of opening a new contact center, either in the U.S. or overseas. Here’s why you need to also think about a PCI compliant cloud-based payment processing solution.
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.
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.
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.