Contact Centers

How Technology is Evolving Call-Center Agents’ Jobs
December 7, 2017 at 5:24 pm

The holiday shopping season is upon us, and its year-over-year transformation cannot be overstated. Twenty years ago, the ramp up to Black Friday looked vastly different than it does today — Cyber Monday didn’t even exist! — and that's entirely due to the ever-evolving technologies that are shaping our digital landscape and market demands. For…

Keep Your Return Policy Focused on Customers This Peak Season
December 6, 2016 at 11:12 am

Online sales continue to grow as a proportion of overall retail sales, and returns are growing at an even faster rate. With the holiday peak season upon us, retailers will need to focus more than ever on handling returns in ways that avoid alienating their customers — and consequently losing future sales. Given the rising…

Creating Omnichannel Customer Service Excellence
January 4, 2016 at 10:33 am

My previous post outlined how consumer behaviors are changing and technology is creating new expectations. While these should be welcome developments, they're posing major challenges to retailers. That post also explained why an omnichannel-enabled contact center is a critical part of the solution. In this article, I detail how omnichannel will help retailers positively impact both…

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.