/ Technology

The appeal of live service

A fifth of the top 100 online retailers, including Amazon, Nordstrom and Blue Nile, have humans answering the phone when consumers call with questions about products, deliveries and other shopping-related issues, according to a new study from StellaService. Relying on the robot-voiced prompts of automated phone systems can lead to longer hold times and frustrated consumers hanging up.

Posted 08/24/2011Thad Rueter1 comments

Related Searches:Oriental Trading Company | Net-a-porter | Oriental Trading Co Inc

/ Technology

There’s no place like home for developing engaged customer service

Hayneedle benefited by moving its call center back to the U.S., says an IRCE speaker.

Posted 03/30/2011Mark BrohanPost a comment

Related Searches:Hayneedle Inc

/ Technology

Alpine Access eyes Canadian expansion with 600 new customer service hires

The outsourced call center firm plans to open a subsidiary in Calgary.

Posted 03/30/2011Thad RueterPost a comment

/ E-Retailers

Walgreens to buy Drugstore.com

The retail chain expects to pay $429 million for the web-only Drugstore.com, which has struggled to post consistent annual profits since being launched in 1999. Walgreens expects the deal to boost its aggressive efforts in online retailing and mobile commerce.

Posted 03/24/2011Mark BrohanPost a comment

/ E-Retailers

J.C. Penney closes stores to grow online

Penney will take a $30 million charge to close some stores and consolidate two call centers.

Posted 01/24/2011Mark Brohan1 comments

/ Technology

Hayneedle finds a path to more sales with call-routing technology

Sales from its contact center are up 38%, thanks in part to the new system.

Posted 07/15/2010Katie DeatschPost a comment

Related Searches:Furniture Trends | Hayneedle Inc

Point of Contact

Hayneedle opts for on-shore and in-house with new contact center.

Posted 08/01/2010Katie DeatschPost a comment