Helping Phone Reps Increase AOV
You can do a few things to increase your average order value. But you
Contact Center
Forecasting Workloads for Special Events
Does your company
Surveying Call Center Success
The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.
The Lowdown on Bottom-Line Ergonomics
At almost every seminar I teach or attend I get asked,
Putting a Cap on Calls Resolution
You know why you should strive for first-call resolution, and if you read our last article (https://multichannelmerchant.com/opsandfulfillment/advisor/first_call_0129/index.html), you know how to do it. This week we
THE NEW SCHOOL
Thinking of buying a new CRM system? Save your money until your employees know what they’re talking about. Technology alone won’t help you provide customers
Health Issues Plague Offshore Call-center Staff
American consumers–and Europeans for that matter
Call Center Customers: The Waiting is the Hardest Part
The gap between customers’ perception of waiting time and actual waiting time has been clearly conceptualized but rarely measured.
Elfing It Up at Lands’ End
To liven up the holiday order experience for both customers and telephone representatives, Lands
Calculating Contact Center Productivity
Everyone in your contact center must understand how you calculate productivity. Without an agreed upon calculation, you can never truly trust the numbers.