Contact Centers

The Omnichannel Demands of Today’s Consumers
December 17, 2015 at 10:16 am

As consumers partake in the busiest time of the year for shopping, retailers everywhere will be wondering how they can maximize their share of wallet. While the spending is still happening, the foundation is already in place that will determine how those buying decisions will be made over the next few weeks. Consumers are increasingly…

Zappos: Where a 9-Hour Customer Service Phone Chat is a Good Thing
December 21, 2012

Many frontline customer service reps are judged on how quickly they can get a customer off the phone, a metric we've repeatedly pointed out leads to customers’ issues going unresolved. But the folks at Zappos.com apparently aren't as clock-minded, with one record-setting call crossing the nine-hour mark. In fact, that endurance test of a phone call was closer to 10 hours, clocking in at nine hours and 37 minutes.

Amazon to Open Customer Service Center in Kentucky
May 10, 2012

Amazon.com said it plans to open a new 70,000 square-foot customer service facility in Winchester, Ky., near Lexington. Amazon said it will invest more than $20.7 million and create more than 550 full-time and 600 seasonal jobs by 2017 at the facility, which will provide customer service and technical support. The retailer said the Winchester customer service center is expected to open in late summer and will be based at a temporary location until the permanent facility opens in 2013.

The 20 Best Retailers For Customer Service
January 27, 2011

Yesterday we showed you the companies with the worst customer service, according to STELLAService. Find out which companies made the "elite" list with outstanding customer service.

The 20 Worst Retailers for Customer Service
January 26, 2011

Some companies pamper shoppers with swift and attentive customer service. At other places, you can't find anyone who has a clue about how to resolve your complaint.

How to Succeed With Customers at Every Point of Contact
October 1, 2010

Meeting the multichannel challenge means providing highly customer-focused strategies, applications and platforms, as well as call-center agents equipped with the training and tools they need to provide consistent service across all contact media.

How Green Mountain Coffee Roasters Saved a Customer
August 23, 2010

Talk about valuing your customers and providing exceptional customer service! It's no wonder that GMCR is one of the fastest growing brands out there today, with 11 consecutive quarters of better than 40 percent net sales growth.

Why Training Can Increase Your Call-Center Conversions
July 6, 2010

A simple CSR training program can solve the lackluster attitude and increase conversion. Using this technique at one company I worked with, we increased conversion rates by as much as 20 percent. Also, by fostering an atmosphere of teamwork and healthy competition, we increased the enthusiasm and morale in its call center as well.

USA 800 Helps Boston Apparel Group Continue to Dress Customers in a Recessed Retail Economy
March 29, 2010

Kansas City, MO, March 29, 2010 - USA 800, the largest employee owned contact center in the U.S., recently won a contract with Boston Apparel Group servicing their two fashion brands, Chadwicks™ and metrostyle®. In 1983, Chadwicks™ was the first company to offer woman the innovative concept of a fashion catalog with the same high-quality…