Customer Contact Centers

From One Exec to Another – Get Out of Your Comfort Zone

January 26th, 2012 Steve Warren 0 Comments

Attention online retail executives: After the last month you’ve had as, I’m willing to guess that you’re tired of dealing with the data pouring in about the holiday season. Your head is probably swimming with statistics about your online sales revenue, your warehouse’s pick and pack accuracy, your returns rate, and your holiday marketing spends. [...]

Blogged In: customer contact centers, data management, holiday planning, online marketing, order fulfillment, pick and pack, retail executive insights, retail industry trends, social media, warehouse management

Make Customer Satisfaction More Than an Expectation

January 11th, 2012 Katie Guyer 0 Comments

In our previous blog, we mentioned how critical the concept of “Customer is King” is to online retailers in 2012. No longer are today’s customers delighted with great customer service. In fact, they take it for granted. So how are you measuring your customer satisfaction when she calls in? How are you measuring every touch [...]

Blogged In: customer contact centers, customer satisfaction, customer service, ecommerce fulfillment, live chat, order fulfillment, social media

Get Your Ecommerce Site Firing on All Cylinders

November 22nd, 2011 Katie Guyer 0 Comments

While the holiday season officially starts this week, it’s still not too late to ensure that your ecommerce store is firing on all cylinders before online shoppers flood your website. But how do you know if your ecommerce solution is really ready to go? Here are a few things to consider: Do you have total [...]

Blogged In: cross-channel retail, customer contact centers, customer service, ecommerce marketing, ecommerce site design, holiday planning, web site usability

Making Yourself Multichannel Without Really Trying

November 2nd, 2011 Katie Guyer 0 Comments

One frequent complaint that consumers have with multichannel retailers is their inability to process and store transactions across all available methods of purchase. For example: most contact center agents have no idea that you purchased a product through the company’s online store when you call in to report a problem – at least, not until [...]

Blogged In: brand loyalty, customer contact centers, customer relationship management, ecommerce marketing, ecommerce technology, email marketing campaigns, order fulfillment, pick pack and ship operations, warehouse technology

Tips for Handling Holiday Order Volumes

October 24th, 2011 Katie Guyer 0 Comments

It’s estimated that the holiday season accounts for 40% of some retailers’ yearly profits – in just two months. So it’s safe to say that from November to December, things might get just a little out of control around your warehouse! How can you ensure that your fulfillment and customer service operations are prepared for [...]

Blogged In: customer contact centers, ecommerce fulfillment, ecommerce software, ecommerce technology, holiday planning, holidays 2011, order fulfillment, warehouse management, warehouse operations

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Get Your Ecommerce Site Firing on All Cylinders

Making Yourself Multichannel Without Really Trying

Tips for Handling Holiday Order Volumes

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