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• Lord & Taylor answers 25% of online customer service questions via live chat

  1

• PFSweb will move its corporate headquarters

  2

• Bringing its call center in-house and back to the U.S. helped boost eBags’ holiday business

  3

• Another e-retailer brings its call center back to the United States

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• Lowe’s goes west with customer support

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• Oracle will buy call center services firm RightNow Technologies

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• Answers without agents

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• eDiets.com appoints a Nutrisystem veteran to oversee call centers

  8

• IRCE 2011 Report: Learn it on the web, use it cross-channel

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• IRCE 2011 Report: For a rebranding, Hayneedle brought customer care back home

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• Amazon drives deeper into Europe with plans for a contact center in Scotland

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• With a touch of humanity, retailers improve call center performance

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• Frustrated shoppers? Social media and software can soothe their concerns

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• ShopNBC hires three more employees who had worked at rival QVC

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• When it comes to call center agents, a meek, shy attitude doesn’t boost sales

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• E-commerce software provider Junction Solutions hires a vice president of e-commerce

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• QVC hires its first CEO for U.S. operations

  17

• Overstock.com will open a tech center in 2011

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• JiWire buys NearbyNow to form location-based ad platform

  19

• E-commerce technology vendor Speed FC hires a Neiman Marcus vet as a vice president

  20

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