/ E-Retailers

Redcats USA plans to shut down a Texas call center

Noting that more customers are buying online instead of through its catalogs, Redcats USA is closing its Universal City, TX, call center and eliminating close to 500 jobs there, the company says.

Posted 10/19/2009Katie DeatschPost a comment

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/ Technology

Angel’s voice enables contact center agents to speak to CRM system

Angel.com and SugarCRM introduce interactive voice technology that allows users to access, update and manage accounts in a customer relationship management system via phones.

Posted 03/12/2009Paul DemeryPost a comment

Related Searches:Crm

/ Technology

New inquiry management tool helps Drugstore.com expedite customer service

With a new customer relationship management tool, Drugstore.com has reduced by about 20% the average time its customer service reps spend answering questions from consumers, vice president of customer care Ron Kelly says.

Posted 09/26/2008Katie DeatschPost a comment

/ Technology

How Improvement Direct manages customer service

With consumers expecting higher levels of service across shopping channels, retailers need to find new ways to motivate and support customer service agents to reach higher levels of skills, Improvement Direct’s David Boctor said at IRCE 2008.

Posted 06/16/2008Katie DeatschPost a comment

/ Technology

Integrated chat and e-mail at Ritz Interactive lifts service and sales

Ritz Interactive looks to InstantService to improve its response to customer queries – and gets a 50% sales increase to boot.

Posted 06/06/2008Bill BriggsPost a comment

/ Technology

Customer service looks different from the trenches than from the C-suite

There are major gaps between executives and customer service professionals when it comes to how they view customer service operations, according to a new study from Genesys Telecommunications Laboratories Inc.

Posted 05/27/2008Katie DeatschPost a comment

/ Technology

How Replacements gets more out of its contact center

With its web-enabled contact center management system, tableware retailer Replacements today handles more than twice the customer volume with about half the customer service staff compared to how it operated under its prior system, the retailer says.

Posted 05/06/2008Katie DeatschPost a comment

/ Technology

VistaPrint program puts execs up front and personal with customers

Executives and other employees at VistaPrint Ltd., an online custom print products retailer, are gaining new insight into customers by filling in as customer service representatives for three months.

Posted 04/18/2008Katie DeatschPost a comment