Contact Center Archives - Page 3 of 14

Measuring What Matters in the Contact Center

August 12, 2014 | Tim Parry

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.

Why Customer Service and Distribution Go Hand-in-Hand

May 27, 2014 | Tim Parry

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.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

The Contact Center Is Your Customer Service Gateway

April 16, 2014 | Tim Parry

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.

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.

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