Contact Center Archives - Page 3 of 14

Metrics that Matter in the Contact Center

April 1, 2014 | Tim Parry

The consumer landscape has changed and not only do consumers expect a quick response, but also a thoughtful and informative dialogue. Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey results.

3 Metrics for Reducing Customer Contact Rates

February 13, 2014 | Joe Schnaufer

Inefficiencies in customer service offerings cost businesses millions of dollars each year. After reading this article by Joseph Schnaufer from cleverbridge, you will walk away with the tools needed to reduce rates in the contact center.

INFOGRAPHIC: Using Big Data to Improve Contact Center Operations

January 16, 2014 | Erin Lynch

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.

IBM Predicts an Omnichannel Shopping World

December 18, 2013 | Tim Parry

In five years, new innovations will make buying local du jour once again, according to IBM’s 8th-annual IBM 5 in 5 list of innovations that have the potential to change the way people work, live and interact during the next five years. Here’s why IBM predicts the decline of ecommerce and the rebirth of the in-store shopping experience.

Contact Centers Were Up to Task This Cyber Weekend

December 6, 2013 | Tim Parry

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.

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.

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