Friday, August 17, 2007
When Eight Is Not Enough
Phone calls, faxes, e-mail, Web chat: If only one hand knew what the other was doing. If only you had enough hands. Instead the fragmented, disconnected state of customer service among e-retailers shows up in abandoned shopping carts, confusing return policies, backlogged orders and other signs that
high-tech promises are often mired in low-touch problems.
http://www.internetretailer.com/internet/marketing-conference/643490818-when-eight-not-enough.html
high-tech promises are often mired in low-touch problems.
http://www.internetretailer.com/internet/marketing-conference/643490818-when-eight-not-enough.html
Labels: call center, call centers, e-commerce, internet retailer
E-service, e-commerce create call center challenges
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
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
Labels: call center, call centers, call centre, customer service, e-commerce, e-retailer
Preparing your e-commerce call center with a customer-centric technology framework: Part III
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
http://findarticles.com/p/articles/mi_qa3877/is_199907/ai_n8864313
Labels: call center, call centers, call centre, contact center, e-commerce
Tuesday, July 31, 2007
E-service, e-commerce create call center challenges
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
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1250171,00.html
Labels: call center, contact center, customer service, e-commerce
The Virtual Call Center: Finding the Right Formula
Best in Class companies realize that in addition to setting up a network of virtual agents, they must also provide other channels of support, such as Web and e-mail, to allow customers to obtain answers to their questions in their channel of choice. This is key for companies to enhance the overall customer experience, while reducing costs.
http://www.ecommercetimes.com/story/58506.html
http://www.ecommercetimes.com/story/58506.html
Labels: call center, customer service, e-commerce
Subscribe to Posts [Atom]