Contact Center Archives - Page 6 of 15

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.

Contact Center Math: Managing By the Numbers

May 1, 2012 | MCM staff

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

April 17, 2012 | Jim Tierney

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

April 16, 2012 | MCM staff

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

April 4, 2012 | Jason Lancaster

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

Best Practices for Up-selling and Cross-selling in the Contact Center

March 28, 2012 | Kathleen Peterson

Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives

Four Simple Ways to Help Your Inbound Service Team Drive Sales

March 3, 2012 | Kim Silva

During peak times the order calls roll in at contact centers, but during off peak it

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