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.
Mobile commerce has arrived. A surge in tablet adoption – with one-third of American consumers expected to own one by 2015 – and the near ubiquity of smartphones has created a tipping point for mobile retail. By the end 2017, mobile retail sales in the U.S. will reach $31B, up from $8B this year.
When customer service representatives are getting bombarded with upset customers, the reps themselves tend to start getting upset themselves. When you are looking to hire contact center reps, that’s part … Continue Reading →
More than two-thirds of Americans prefer to shop in traditional, brick and mortar stores than online commerce sites, according to a recent survey. The survey found that shoppers gravitate towards retail locations that offer customized shopping experiences.
More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey. According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% are using live chat technology.
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.
In order to keep customer retention, retailers need to focus on customer satisfaction. As retailers become more global, it
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
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
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.