More Merchants Monitor Social Media than Offer Live Chat

| Tim Parry

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.

Merchants Get Their Contact Centers Ready for the Holidays

| 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

| 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.