Contact Center Archives - Multichannel Merchant

10 Steps to Handling An Unhappy Customer

January 10, 2018 | John Asher

Unhappy customers happen everyday. This is why it is so important to make sure you do everything you can to turn a frown upside down. Here are 10 steps to help you handle an unhappy customer.

Hacking Productivity Across a Dispersed Ecommerce Team

December 11, 2017 | Isaac Kohen

Ecommerce customers expect 24×7 service across email, chat, call, and social media. Online shopping today means your customers can be anywhere and reach out to you at any time with questions about a purchase, shipping or credit card issues. Here are a few tips that will help keep communication open between the customer and retailer.

6 Ways Bots Can Help Retailers Staff Their Contact Centers This Holiday Season

November 27, 2017 | Rurik Bradbury

The holiday season is upon us, and retailers have geared up for the rush. The seasonal staff is hired and the inventory is stocked. But what about those employees working behind the scenes in the contact center? Here are six ways bots can support contact centers this holiday season.

3 Ways to Get Ahead of Evolving Customer Needs

June 26, 2017 | Kathy Juve

There is no question – the retail environment is being redefined, and retailers are being challenged to think differently about consumer demands. Here are three ways to adapt to the evolving customer.

12 Tips to Reduce Customer Hold Times

June 13, 2017 | Barbara Burke

Reducing the amount of time your customers stay on hold will not only result in shorter handle times, but it will make them more satisfied and your agents a lot happier. Here are 12 tips to reduce the amount of time your customers wait on hold in your contact center.