E-COMMERCE AND MAIL-ORDER CALL CENTER ASSISTANCE

The popularity of e-commerce and online self-service continues to grow, and perhaps surprisingly, so does the commitment of some customers to address their purchase and service issues through the contact center. But with that evolution come several challenges that managers must address, because despite these online advancements, the calls keep coming.

http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html

Labels: call center, call centers, call centre, customer service, e-commerce, e-retailer

The rapid expansion of e-commerce as a successful sales channel is driving customers to the Web. So it follows that ecommerce must be easing the burden on call centers, which were designed to serve more traditional sales channels, right? Not so. E-commerce is changing the way call centers manage customer interaction, forcing companies to rethink customer service and demanding greater efficiency from sales and marketing efforts - not reducing call center traffic. Why not?

http://findarticles.com/p/articles/mi_qa3877/is_199907/ai_n8864313

Labels: call center, call centers, call centre, contact center, e-commerce