/ Technology

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

Agents resolved customer service issues on first contact 80% of the time.

Posted 01/19/2012Stefany MoorePost a comment

Related Searches:Ebags

/ Technology

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

EBags reduces its customer service costs 34% with the move.

Posted 01/12/2012Stefany MoorePost a comment

Related Searches:Hayneedle Inc | Hayneedle | Ebags

/ Marketing

Lowe’s goes west with customer support

Albuquerque center will provide web and store sales support and repair services.

Posted 12/12/2011Bill BriggsPost a comment

/ Technology

Oracle will buy call center services firm RightNow Technologies

The deal marks Oracle’s latest attempt to beef up its e-commerce offerings.

Posted 10/24/2011Thad RueterPost a comment

Related Searches:Rightnow | Fatwire

/ Technology

Answers without agents

Wix.com's automated customer inquiry system is helping sell higher-priced products and services.

Posted 09/26/2011Paul DemeryPost a comment

Related Searches:Israel

/ E-Retailers

eDiets.com appoints a Nutrisystem veteran to oversee call centers

Robert Smedley managed a 400-agent call center for Nutrisystem.

Posted 08/18/2011Thad RueterPost a comment

Related Searches:Ediets

/ Marketing

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

REI’s Viscon tells IRCE how merchandising efforts span web, call center and stores.

Posted 06/20/2011Mary WagnerPost a comment

Related Searches:Rei

/ Technology

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

The online retailer ended offshore customer service and developed a new focus.

Posted 06/16/2011Bill SiwickiPost a comment

Related Searches:Needle | Hayneedle | Hayneedle Inc