Customer Service Reps
This is an actual story. Iโm pretty sure youโll be able to relate: I call an online service provider and I get auto prompts requesting more information โto serve me better.โ I punch in my phone number, my social security number and my account number. I follow more prompts and punch in more numbers toโฆ
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 heโฆ
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 customersโ as well. In order toโฆ
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 bothโฆ
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, onlyโฆ
Hear best practices around how to motivate and empower your staff to make your customers feel every bit as important as they are.
Itโs not April Foolโs 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 โ called OSHbots โ 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.
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 theyโre ramping up their seasonal hiring for the holidays.
How do you compete if you canโt offer same-day delivery? Doug Sternberg offers his expert thoughts in this webinar.