tag:blogger.com,1999:blog-348827762009-02-20T16:22:54.144-08:00Information and advice on the call center industry for e-commerce and mail order companies.ukcommnoreply@blogger.comBlogger12125tag:blogger.com,1999:blog-34882776.post-15559438576225312532007-09-10T06:20:00.001-07:002007-09-10T06:29:38.834-07:00

The Caribbean has become the new central hot spot for call centers. Companies are always looking at reducing their costs while maintaining quality. The key question is whether the Caribbean offers a work force that is sufficiently fluent in English to comprehend and really understand the problems of American consumers. The key problems with Indian call centers has always been that they fail to

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-8410655263500190552007-08-23T15:35:00.000-07:002007-08-23T15:40:16.623-07:00

The International Chamber of E-Commerce provided resources related to call centers for e-commerce businesses. http://www.chamberecommerce.com/call_centers.htm

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-48579176731366147002007-08-23T10:10:00.000-07:002007-08-23T10:11:51.497-07:00

Generating sales for any organization can be a challenge. When it is to happen in a call center that has traditionally focused on service, the challenges can seem insurmountable. This does not have to be reality, however. Call centers can generate significant sales and profits, but it does not come easily or immediately.http://www.ecommercetimes.com/story/58760.html

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-59456777745564497742007-08-17T21:18:00.000-07:002007-08-17T21:19:56.082-07:00

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 thathigh-tech promises are often mired in low-touch problems.http://www.internetretailer.com/internet/

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-73812742805747936532007-08-17T21:05:00.000-07:002007-08-17T21:07:03.421-07:00

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/

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-38005768645962280432007-08-17T21:00:00.000-07:002007-08-17T21:04:10.602-07:00

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

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-55641507350336988892007-07-31T16:48:00.000-07:002007-07-31T16:50:04.518-07:00

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/

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-89751825478464392212007-07-31T16:44:00.000-07:002007-07-31T16:46:52.174-07:00

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

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-1165433420447501552006-12-06T11:22:00.000-08:002006-12-06T11:30:20.446-08:00

TARP's original research in the 1970's and 80's documented the impact of easily accessible, effective telephone service on customer retention and enhanced revenue. That research instigated the GE Answer Center and other early uses of 800 numbers. More recently, several respected authors have written about the importance of companies' advancing beyond customer satisfaction and loyalty to inspiring

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-1165431724592729502006-12-06T10:59:00.000-08:002006-12-06T11:21:54.173-08:00

The novelty of shopping on the Internet has worn off, and today’s customers are sophisticated and discerning. Because the competition is always just a mouse-click away, you need to make sure your site is the very best it can be. Because if you do not do e-commerce right, your vistors will find someone who does. http://www.allbusiness.com/sales/internet-e-commerce/3972-1.html

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-1163146602866872022006-11-10T00:05:00.000-08:002006-11-10T00:19:55.533-08:00

Until now, the average e-tailer's idea of customer service was to offer an e-mail link and dump customer inquiries into the e-mail queues of a few staffers working in the back office.That model is costing Internet retailers serious bucks. A recent Datamonitor report said e-stores lost $6.1 billion in sales last year as a result of poor online customer service -- a figure that could skyrocket this

ukcommnoreply@blogger.com0tag:blogger.com,1999:blog-34882776.post-1159054088643898532006-09-23T16:21:00.000-07:002007-08-23T15:42:28.664-07:00

NomKa Call Centers discusses how it is using its customer service representatives to better understand how to balance technology and humans. NomKa is gathering key information from its customer service representatives to meet the needs of its customers when using automation. http://www.24-7pressrelease.com/view_press_release.php?rID=19180

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