Call center – Page 3 – Multichannel Merchant

Measuring What Matters in the Contact Center

August 12, 2014 | Tim Parry

It should not come as a surprise that the most important contact center metrics, according to the MCM Outlook 2014 survey results, involve making customers happy.

Engaging Customers on all Channels

August 4, 2014 | Stijn Hendrikse

Missing any customer contact, or responding too slowly, often results in lost sales and revenues. Here’s how omnichannel merchants can better manage inbound customer requests from multiple engagement channels.

Why Customer Service and Distribution Go Hand-in-Hand

May 27, 2014 | Tim Parry

While marketing and customer service clearly go hand-in-hand, the bridge between the contact center and order fulfillment can sometimes go ignored. In this video, S&S Worldwide Director of Distribution Mark Desrosiers talks about how he interacts with the customer service team to help ensure the best overall customer experience.

Alex and Ani Talks About Its Rapid Growth

April 28, 2014 | Daniela Forte

Alex and Ani, best known for its expandable charm bracelets and other jewelry pieces that promote positive energy, has quickly become a household name among young women. And its growth continues to move at a rapid pace.

Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

The Contact Center Is Your Customer Service Gateway

April 16, 2014 | Tim Parry

Quite possibly, your contact center is your company’s unsung hero. But how are ecommerce and omnichannel merchants treating their contact centers? Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey.

Metrics that Matter in the Contact Center

April 1, 2014 | Tim Parry

The consumer landscape has changed and not only do consumers expect a quick response, but also a thoughtful and informative dialogue. Here’s a snapshot look at Multichannel Merchant’s MCM Outlook 2014 survey results.

Why Incentive Programs Help Increase Upselling in the Contact Center

March 12, 2014 | Daniela Forte

The contact center staff needs to be trained and coached on how to collect and use valuable data from customers to encourage the purchases of additional products and services. Learn ways to successfully upsell in the contact center.

How Contact Centers Can Recapture Revenue Through Better Reporting

March 9, 2014 | Steve Wellen

Every day, more contact centers are providing more of what consumers need: real, valuable service. And that means more revenue. But that’s still the exception to the rule. Here’s a quick look at what is holding contact centers back, and how they can forge a better way forward.

5 Ways Online Retailers Can Empower Frontline Customer Service Reps

February 24, 2014 | Chris Vodola

Every customer touchpoint gives you, the retailer, the opportunity to deliver a “wow” experience — one that keeps the customer coming back and telling their friends about the experience. Get back to basics with these five tactics for empowering your customer service employees while simultaneously ensuring your customers feel taken care of when they reach out for help.

ecommerce fulfillment, shipping data, distribution data, Warehouse/Distribution Center, ecommerce shipping, direct-to-customer fulfillment

Using Big Data to Improve Contact Center Operations

January 16, 2014 | Erin Lynch

While big data might seem like it generally falls into the silo of the marketing department, more and more merchants are finding out that not only is it just as beneficial in the contact center, but it could also give you an edge against your competitors.

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