Why EarthLink Likes Click-to-Chat
Is click-to-chat a wise option for every merchant
Contact Center
Furloughs for L.L. Bean Call Center Workers
Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff – all but 50 of its 200 workers – at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel.
Training Phone Reps to Upsell
Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to
Increasing AOV on the phone
What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s
Helping Phone Reps Increase AOV
You can do a few things to increase your average order value. But you
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