Understanding Online Shopping Behavior Trends
Dynamic Yield
JULY 28, 2015
Stats to accelerate your eCommerce towards delivering a better experience. The post Understanding Online Shopping Behavior Trends appeared first on Dynamic Yield.
Sat.Jul 25, 2015 - Fri.Jul 31, 2015
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Contact center outsourcers move strongly to omnichannel—brands’ attitudes need to catch up to that change
Forrester Omnichannel
JULY 27, 2015
Contact center outsourcers have gotten a bum rap. Customers frustrated with offshore accents, agents with no power to actually solve problems, and overly scripted interactions have complained, sometimes loudly, about the practice. Comedians have mocked offshore agents, often mercilessly. In particular, the shared services outsourcing model in which a single agent supports multiple brands at the same time has come in for a real savaging.
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Chat - Core To The Promise Of Effortless Service
Forrester Omnichannel
JULY 30, 2015
Customers today simply want efficient, effortless service, and are increasingly using chat as a way to get to the information that they are seeking. Chat usage rates have risen in the past three years -- from 38% in 2009 to 43% in 2012 to 58% in 2014. We find that all demographics - young and old - are comfortable with chat. Chat can cost less than a voice call, especially for organizations that allow their agents to handle multiple chat sessions simultaneously.
Understanding Online Shopping Behavior Trends
Dynamic Yield
JULY 28, 2015
Stats to accelerate your eCommerce towards delivering a better experience. The post Understanding Online Shopping Behavior Trends appeared first on Dynamic Yield.
Get MACH Ready: Preparing Your Business for Digital Transformation
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Adopting MACH technology means more than implementing new platforms. This type of digital change affects your organization at every level and requires a thoughtful approach to navigate challenges that crop up. The Get MACH Ready report, co-authored by MACH Alliance member Scott Canney in collaboration with Orium, commercetools, and Contentstack, will provide you with strategies to prepare your organization for a digital transformation.
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