Contact Center Archives - Page 4 of 14

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.

Remote Language Translation: Strengthen Your Cross-Channel Customer Support Strategy

December 11, 2012 | Liz Elting

In order to keep customer retention, retailers need to focus on customer satisfaction. As retailers become more global, it

A 3-Pronged Approach to Contact Center Agent Retention

November 16, 2012 | Bob Webb

Agent turnover is an inherent problem for contact centers and replacing agents is a major cost consideration. Recruiting and training costs can significantly impact a company

5 Steps to Improve your Contact Center Results

October 29, 2012 | Mariann McDonagh

Even as the contact center continually evolves to handle new channels and greater complexity, improving the efficiency and productivity of your customer experience agents doesn

Merchants Get Their Contact Centers Ready for the Holidays

September 5, 2012 | MCM staff

Multichannel Merchant and The Call Center School have teamed up to provide digital, catalog and other merchants with convenient and affordable internet-based training for new and existing call center staff to maximize the revenue potential of the holiday season.

9 Tips for Effective Live Chat

August 2, 2012 | Erin Lynch

So just how do you make live chat work successfully for your company? We have nine tips to show you how to master the contact center art form.

How to Make Live Chat Work for You

August 2, 2012 | Erin Lynch

When it

The Mobile Revolution: What Does it Mean for Contact Centers?

July 11, 2012 | Lauren Ziskie

This mobile revolution has consumers placing high demands on merchants to evolve their support models so they can resolve their issues on the fly, via their mobile or tablet device, and in between text messages. Here

3 Tips for Better Customer Service in an Outsourced Contact Center

June 14, 2012 | Herman Shooster

There are several qualities that an outsourced contact center must possess to provide outstanding customer service. Here are three tips to improve the customer experience in an outsurced contact center.

4 Tips to Launch a Social Media Customer Service Program in Your Contact Center

June 5, 2012 | Lauren Ziskie

The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers. If your contact center is looking to launch or advance a social CRM program, here are 4 tips to remember.

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