With Cyber Monday at an All-Time High, Virtual Contact Centers at Their Busiest - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 12/07/2011 eNewsletter

Featured Articles » Tips to Effectively Implementing a Call Center Workforce Management Program » Customer Satisfaction Rates High in Call Center Outsourcing Facilities in Philippines » Reducing Early Agent Attrition in Call Center Operations » Merchants Can Still Make Cyber Monday Deals using Virtual Contact Centers » Zultys Unveils New Contact Center Management Tool   Sponsored By: inContact How much can you increase your profitability? Frost & Sullivan study proves cloud-based call centers are up to 58% more profitable. Download the full results of the TCO study.   Top Stories » 3CLogic Launches Cloud Call Center Community on TMCnet » Mitel Unveils Latest Version of Mitel Contact Center Solutions » Bodybuilding.com Contact Center Deploys Envision's Performance Management and Coaching Solution » Call Center Outsourcing Provider NCO Receives Hiring Grant » Sitel Demonstrates Value of Call Center Outsourcing in Client Case Study   From The Expert Corner December 06, 2011 With Cyber Monday at an All-Time High, Virtual Contact Centers at Their Busiest By Michelle Amodio TMCnet Contributor As brick and mortar retailers do their very best to push the meanest deals for Black Friday (News - Alert), their online counterparts are working even harder to boost cyber shopping sales, making it easier for the consumer to shop for the holidays. Given the news reports of the craziness that ensues on Black Friday, it’s no wonder that Cyber Monday (News - Alert) shopping has become increasingly popular, so much that this year marked an all-time high for online shopping. Americans spent a total of nearly $6 billion in online purchases during “Cyber Week” 2011, according to a report from market research firm comScore (News - Alert). The dates encompassed by Cyber Week include November 28-30, and each saw more than $1 billion in sales. These numbers make this year’s Cyber Week the most spending-heavy period for e-commerce ever. What that spelled for the virtual contact center was a higher influx of customer calls.     In fact, average call wait times were 139 percent higher at the top 25 retailers than they normally were, a STELLAService survey just found. On average, customers waited seven minutes to talk to an agent, says STELLAService CEO Jordy Leiser... Read More   Featured Video Interview with CloudSigma   TMCnet Free Premium Content » Speaking from Experience: Cloud and Social Media » Why I Selected a Cloud-Based Contact Center » What call center technology will offer you the best ROI? » Customer Service Spotlight: What to Watch for in 2012    Latest Blogs » Jabra PRO 900 Series Unveiled   Featured Channels » Call Center Furniture » Call Center Wallboards » Virtual Call Center » VoIP Call Center   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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