Time for a chat?
Imagine a retail location with no sales clerks available to help people who have questions or can’t find products. That’s the state of an estimated three
Operations & Fulfillment
What’s new in customer reviews
Think customer reviews aren’t important to e-commerce sites? Think again. Even if your site is using all of the traditional e-commerce tools prominent
Keep your chat agents local
While Many U.S. Call Center Jobs have migrated to offshore providers, some experts feel that foreign click-to-chat agents don’t translate well. Alton
Customer Care After a Merger
Considering a merger or an acquisition to beat the recession? A lot of companies find that there
Paper Wishes Takes On Its Own Fulfillment
Multichannel crafts merchant Paper Wishes in late 2007 thought it would be a good thing to bring its fulfillment closer to home by choosing a nearby outsourcer. But after a disastrous experience with a local third-party provider, the marketer last year decided to take charge its own fulfillment.
Principles for Contact Center Productivity Measures
The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey on the road to productivity a safer one.
Talbots Considering Global Sourcing, Importing Firm
The Talbots is looking to get some help in sourcing and importing goods. The struggling women
Keep Your Product Vendors in Line
Multichannel merchants could be doing a better job keeping tabs on their merchandise vendors, according to Curt Barry, president of operations consultancy F. Curtis Barry & Co. Specifically, Barry told attendees at the NCOF show in Las Vegas last month that more direct merchants should be using vendor scorecards.