Contact Centers

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.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.

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.

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.

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.

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.

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.

No matter what company I visit, I always come away with the same thing: They're not as efficient at converting sales as they could be. I get that knowledge the old fashioned way; I listen to calls in the call center, and I make a number of test calls externally. I also go to a client company's website and just order (or attempt to in some cases).

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…

USA 800 recently released a white paper on the ‘Keys to Success’ for sales effectiveness in the Contact Center.  In this economy, companies need to deliver better results with less (money and resources).