Customer Service Reps

5 Ways to Improve Your Customers’ Experiences
October 26, 2016 at 9:57 am

This is an actual story. I’m pretty sure you’ll be able to relate: I call an online service provider and I get auto prompts requesting more information “to serve me better.” I punch in my phone number, my social security number and my account number. I follow more prompts and punch in more numbers to…

How CARiD is Winning With Gamified Customer Service
August 11, 2016 at 8:35 am

In an increasingly digital world, online retailers can stand out from the crowd by focusing on the customer experience. One way to do that is by offering superior customer service. CARiD, one of the largest online retailers of aftermarket auto parts, is doing exactly this. Gerald Major, director of client experience for CARiD, says he…

Bring Joy to Holiday Product Returns
January 15, 2016 at 10:56 am

With the holiday season now over, the joys of increased consumer spending, materialism and holiday spirit are quickly overshadowed by a spike in product returns. At these times, customer service agents can often be stretched thin and should be amply supported to maintain not only their own sanity, but customers’ as well. In order to…

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…

5 Ways to Keep Pace With New Customer Service Trends
May 21, 2015 at 4:08 pm

It's sadly ironic that contact centers are frequently staffed by mobile-enabled, always-connected agents who in turn support mobile-enabled, always-connected customers, but do so with antiquated processes, technologies and incentive systems. New research from LogMeIn and Ovum shows that while the majority of consumers typically turn to the web for answers before contacting customer service, only…

Domo Arigato, Lowe’s, for Using Robots
October 29, 2014

It’s not April Fool’s Day! Just before the holidays, Lowe's really is introducing two robotic shopping assistants at one of its Orchard Supply Hardware stores in San Jose, Calif. According to a press release from the home improvement retailer, the autonomous robots — called OSHbots — were developed by Fellow Robots, a technology company that specializes in the design and development of autonomous service robots, in partnership with Lowe's own Innovation Labs.

’Tis the Season for Hiring
September 25, 2014

If you're one to predict if the holidays will be successful by how many seasonal employees companies hire, than this year we're going to be seeing a lot of happy retailers. Several companies have announced that they’re ramping up their seasonal hiring for the holidays.