9 Tips for Effective Live Chat
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.
Contact Center
The Mobile Revolution: What Does it Mean for Contact Centers?
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
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
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.
5 Questions to Ask About Social Media Customer Support
For many businesses, the social media component is a critical element for their contact center. As a contact center is the extension of the brand, social media is an extension of the service. It is one more form of interaction that today
Contact Center Math: Managing By the Numbers
There are many truths told in the vast array of statistics available today in the contact center
J.C. Penney Says Drop in Call Volume Means Contact Center Closing
The Pittsburgh contact center is a stand-alone, leased facility, while Columbus and Milwaukee are housed inside existing J.C. Penney facilities owned by the company. Calls to JCP dropped 30% since the company started its “Fair and Square” pricing policy in February.
5 Questions That Will Help With Up-selling and Cross-selling
To be successful, a cross-sell/up-sell program has to clearly answer very specific “what, who, why, when and how” questions. You may have the “what” right, but have you clearly documented the “who” or communicated the “why?”
Benchmarking Contact Center Best Practices for Cross-Selling & Up-Selling
Taking advantage of cross-selling and up-selling can maximize company profits and significantly enhance the overall customer experience by adding value to customers during inbound interactions and limiting the number of outbound calls potential and existing customer receive. Here’s four steps for effectively incorporating cross-selling and up-selling into your contact center