Taylor Reach Group

JUNE 23, 2021

TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace.

E-commerce 120

E-commerce Sports Retail Contact Center 120

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Hodusoft

JUNE 12, 2024

How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” Zappos, a subsidiary of Amazon, is not only a shoe company but one of the most successful e-commerce companies in the world.

E-commerce 52

E-commerce Contact Center Sales Retail 52

eglobalis

JULY 2, 2024

”—offers a narrow and momentary transactional perspective on customer sentiment. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. E-commerce sales are now projected to reach $7.4 trillion by 2025.

E-commerce 78

E-commerce Customer Experience Social Media Artificial Intelligence 78

Fonolo

MAY 25, 2021

With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration. So, when it comes to tackling these never-ending inbound calls on the voice channel, what’s a call center manager to do? The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 104

Contact Center E-commerce AI Customer Satisfaction 104

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Technology Social Media 98

Hodusoft

SEPTEMBER 12, 2024

Managing Customer Data & Communication: HoduSoft’s Answer to E-commerce Call Center Struggles From daily-use commodities such as groceries and personal care items to luxury goods such as designer apparel, footwear, and accessories, e-commerce websites are one-stop solutions for a majority of people.

E-commerce 52

E-commerce Contact Center Omnichannel Social Media 52

MattsenKumar

JUNE 9, 2021

The e-commerce industry is incessantly evolving; today, players are improving and customizing their businesses to meet customers where they are. E-commerce customer service practices are ever-evolving; often led by new technologies, these trends keep changing year after year.

E-commerce 52

E-commerce Customer Service Social Media Omnichannel 52

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? If yes, then you must understand what factors define the success of e-commerce. Let’s get started.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Hodusoft

SEPTEMBER 4, 2024

How The Right Call Center Solution Can Enhance E-commerce Sales? If you ask yourself, “Which sectors need call centers more than others?” ” you’ll realize that the e-commerce industry would be one of the few to appear on the top. So, without further ado let’s dive right in.

E-commerce 52

E-commerce Sales Omnichannel Contact Center 52

Hodusoft

AUGUST 8, 2024

All You Need To Know About Inbound Call Center for E-commerce “Communication is at the heart of e-commerce and community.” The quote by noted American business executive and diplomat Meg Whitman underscores the importance of communication for the e-commerce sector and the community.

E-commerce 52

E-commerce Customer Satisfaction Customer Retention Customer Relationship 52

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. How to build a customer service strategy.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Hodusoft

NOVEMBER 27, 2024

That’s why, even though customer satisfaction is nice to have, it is simply not good enough. Customer loyalty is the key. So, without further ado let’s dive right into the blog post and understand why customer loyalty is the Holy Grail to business success. Customer loyalty cannot be bought.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

SurveySensum

MARCH 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. Lets now understand how contact center text analytics software works. How Does Contact Center Text Analytics Software Work? Alert relevant parties to customer satisfaction risks.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Fonolo

MARCH 22, 2018

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Customers’ Trust a Person’s Voice Over Text. Phone Calls Lead to Customer Satisfaction and Retention.

E-commerce 79

E-commerce Customer Service Contact Center Customer Retention 79

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. According to Statista , the e-commerce sales figure is expected to reach 8.1 trillion USD by 2026.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Taylor Reach Group

NOVEMBER 22, 2017

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. You need structure when you’re working within a Contact Center. Structured Customer Service. Snapshotz Benefits.

Contact Center 71

Contact Center E-commerce Government Technology 71

Taylor Reach Group

JUNE 28, 2018

Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. One of the most overlooked opportunities for Contact Centers is the training for leadership within the organization. The Taylor Reach Group, Inc.

Contact Center 68

Contact Center E-commerce Healthcare Government 68

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? In purely technical terms, Net Promoter Score is a metric to compute customer loyalty. The financial services industry comes second with a score of +71.

Net Promoter Score 52

Net Promoter Score Contact Center NPS E-commerce 52

Taylor Reach Group

MAY 23, 2018

will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. The customer service and relations operation expansion will support the expected increase in demand for e-commerce. “In

Contact Center 60

Contact Center Retail E-commerce CX 60

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. of the vote.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

Taylor Reach Group

JULY 13, 2017

There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. There are more than 800 discrete tasks associated with building a Call or Contact Center. Common Challenges include; ⦁ Accurately sizing your call center requirements. Compensation Modeling.

Contact Center 61

Contact Center E-commerce Technology Technology 61

Ameyo Callversations

NOVEMBER 23, 2021

With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service. What is Customer Service Technology?

Technology 98

Technology Technology Customer Service E-commerce 98

Fonolo

OCTOBER 29, 2020

TIP: Invest in your business’ online presence with targeted social posts and ads — this will help you meet online demand while attracting new customers! With the anticipated e-commerce boom over the holidays, communication with your customers is about to become more important than ever. Prepare your contact centers.

Retail 96

Retail E-commerce Contact Center Gaming 96

Hodusoft

MARCH 8, 2019

Ecommerce sites can do much better if they simply opt for better communication software that assures customer delight. Something as simple as contact center software can create better engagement opportunities. What does contact center software have? How do all these impinge e-commerce operators?

E-commerce 40

E-commerce Contact Center CRM Sales 40

Zendesk

JULY 28, 2022

Attentive (Support) is the leader in conversational commerce, reinventing business-to-consumer communication. Attentive can automatically forward all questions, or those related to a specific keyword, to your customer support team queue. Allow agents to instantly view a customer’s order history as soon as they open a ticket.

E-commerce 98

E-commerce Contact Center Omnichannel Customer Loyalty 98

Callminer

APRIL 23, 2019

To ensure the quality of customer service. To train and evaluate call center staff. Ensure that you are operating under the correct understanding of PCI compliance for your contact center. There are many organizations which, for one or more reasons, collect credit card numbers over the phone.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. percent begin shopping before September. Source: Statista. It’s All About Shipping.

E-commerce 74

E-commerce Social Media Retail Customer Service 74

Fonolo

JANUARY 10, 2020

Online retailers like Amazon have caused the retail industry to shapeshift, now providing instant gratification and convenience to customers. Over the past few years, this has forced many brands to hop onto the e-commerce trend and in some cases, close their physical brick and mortar stores to survive. Here’s how.

E-commerce 67

E-commerce Retail Contact Center Customer Satisfaction 67

Win the Customer

DECEMBER 18, 2015

Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. Sales , marketing and customer service departments sometimes are in competition with each other for resources and results.

Customer Relationship 86

Customer Relationship E-commerce Data Entry CRM 86

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. With remote work technology and shifts to e-commerce, many people who couldn’t access call center jobs could now participate.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Shep Hyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?.

Compliance 108

Compliance E-commerce Contact Center Omnichannel 108

Taylor Reach Group

JUNE 6, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. b) Overseas labor: Sometimes companies are sensitive to using overseas or off-shore Contact Centers because of agent accents.

Contact Center 55

Contact Center Healthcare E-commerce Sales 55