Smiling is a great tool for call center staff, as it can make employees more comfortable. Our natural tendency is to stick with attributes that are familiar to us; smiling decreases this need and hence can help staff experiencing an uncomfortable conversation to handle it better.
Are you in the market for a DOM, an OMS, an ERP or CRM for your DTC business? Here are some suggestions on providers and the types of functionality that can work best for you, as well as some practical tips on system sourcing.
Wayfair has announced the expansion of its multi-lingual European Operations Center in Galway, Ireland. The new 30,000-square-foot facility will replace its prior one there.
Your presence and engagement on social media can be a powerful tool, setting your ecommerce business apart from the competition. Here are four ways a strategically planned and carefully executed social customer service program can better your business and positively impact your bottom line.
Vermont Country Store trains its agents to go beyond basic product knowledge to see themselves as brand ambassadors, and treat each everyone like family. See how this ethic is instilled in reps, and how they use active listening to pick up on cross-sell and upsell opportunities, without the hard sell. You can also hear the brand go more in depth on the subject at Operations Summit 2016, April 12-14 in Cincinnati.
Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding proof that you’re building a tribe of followers, cheerleaders, and referrers who love what you do. Here are a few ways you can get started in making sure you’re setting up your call center agents for success from day one.
Feedback can go a long way in order to connect a brand to its customers. That is why it is so imperative to create that connection in order to have a long-lasting relationship with your customer. Here is how several brands are connecting with the customer.
A new national survey from Corvisa shows consumers are getting fed up with poor customer service and as a result, businesses’ livelihoods are at stake.
JackThreads Customer Engagement Manager David Tull talks about using social media in the contact center and its contribution to the company’s success.
Entry into new markets, expanded ecommerce and improved customer service – if any of these appear on your list of priorities for 2015, the chances are that you might also be thinking of opening a new contact center, either in the U.S. or overseas. Here’s why you need to also think about a PCI compliant cloud-based payment processing solution.