Best Buy Swaps Email Out for Live Chat
Best Buy has removed the email contact from its customer service page. The company says the decision was based on consumer feedback, but others feel like it was based on poor performance.
Contact Center-20-03-2013
Ebags Brings Call Center to U.S.
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.
The Power of One in Call Center Staffing
Whether manually created or developed through workforce management systems, once you have carefully devised a set of workforce schedules, it
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
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.
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