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