What are the underlying reasons behind offering free shipping and processing to customers? Is this common practice in other companies in the multichannel industry? Can anything positive come from giving free shipping to our customers?
You know you have to hire a rep for your call center, but you
The worldwide market for customer service outsourcing hit $12.2 billion in 2007, compared with $8.4 billion in 2004, according to Gartner Research.
The main reason it
Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.
Last week we asked, “Is global sourcing really worth it?” given that many executives are reconsidering whether or not they should be buying products from international sources.
Traffic at the major retail container ports dropped below last year
Nobody likes returns, but U.K. online retailers seem to be making it hard to return unwanted goods, according to a study by U.K.-based e-commerce solutions provider Snow Valley. 26% of the retailers assessed in the report enclosed no returns …
Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.
“Is global sourcing really worth it?” For a variety of reasons, executives at many companies are reconsidering whether or not they should be buying products from international sources.