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
During peak times the order calls roll in at contact centers, but during off peak it
The voice of the customer has now amplified. This shift in consumer behavior does not signal the death of the contact center model, but an evolution in the way companies must address customer concerns. Here are 5 ways contact centers can connect with customers using Web 2.0 channels.
Finding effective ways to communicate important updates quickly can greatly enhance your contact center environment. Here are four tips that will make information sharing easier.
How do you find more time in your contact center? Here are 5 tips to help you develop a leadership time planner that allows you to stay in control.
The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We
Your contact center reps should be well trained to handle live chats, since it
To better cater to customers looking for phone help, online handbags and accessories seller eBags has brought its call center to the U.S., Ebags, which had been using a services provider based in the Philippines, went with Peoria, IL-based Affina.
When the Internet first came along as a viable channel, custom logo apparel cataloger Queensboro Shirt Co. thought it would be able to shut down its call center, according to chairman/founder Fred Meyers.
Creating a successful selling or upselling program is a matter of putting the right people on the phones, training them properly, and creating policies and incentives to make them successful.