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The Psychology Behind Our Customer Contact Center - ModusLink Global Solutions

The Psychology Behind Our Customer Contact Center

Mirroring – The behavior in which one person subconsciously imitates the gesture, speech pattern, or attitude of another. Turn subconsciously into consciously, and you have yourself a wonderful feature to deploy while handling customer care.

Business Choices

Choices, Choices, Choices

With an ever-expanding range of choices (whether it’s in ice cream flavors, a new car or an insurance policy) nothing seems more challenging than choosing one over the other. After all, by opening one door, another closes. Not making any choice, however, keeps every door closed.

Brand Loyalty through Customer Intimicy

Brand Loyalty Through Customer Intimacy

Customer satisfaction, brand trust, brand attachment, customer and brand loyalty: whether you’re a marketing guru following the latest trends or not, you’ve most likely seen at least one of these terms appear on your screen recently.

Omnichannel

Omnichannel Contact: More Than Just a Chat Function

In the retail industry, it’s hard to go 5 minutes without someone on the business side of things mentioning the word “omnichannel.” In this environment, omnichannel means exactly what one would expect: utilizing many different channels in the pursuit of getting your products into a consumer’s hands.

Product Knowledge 101: How a Strong Contact Center Can Boost Your Returns Management Operations

A major component of a successful business operation for both retailers and manufacturers lies within the returns process. As e-commerce orders continue to be shipped out at increasing rates day after day, it is important that your returns management processes are fully optimized to take on the brunt of whatever volume may come its way in the event of a product mishap – and a strong contact center will be instrumental to that process.

Better Customer Service (and More) Through Exception Management

Better Customer Service (and More) Through Exception Management

In the supply chain and logistics industry, exception management is often defined as a process that’s set up to capture information that sets outside the normal parameters of doing business – exceptions to the normal flow of your supply chain, from consumer purchase to packing and shipping to delivery on a customer’s doorstep. Any interruption, issue or unexpected change can be flagged under exception management processes so that a manager can intervene, see what the issue is, and immediately correct it.

Customer Contact Center Information

The Customer Contact Center: More Than Just Answering Questions

Often when people think of the words “contact center” they immediately think of a bank of cubes, featuring people wearing headsets, lined up and answering calls, texts and e-mails from irate consumers looking for help with a particular product. From the business side, it’s often not seen as valuable work – more of a “have to have” requirement of doing business.

Well, those views couldn’t be more outdated.

Contact Center Conundrum: The Ins and Outs of Outsourcing

The contact center is a critical component to every business. After all, it is as close to a face-to-face interaction a customer will have with a company outside of an in-store purchase, and any poor experience could have your customer walking away for good. Despite the importance placed on the contact center, managers are constantly pressured to cut costs in this area.

The Start of a New Season

In my previous blog I shared some insight into my way of approaching contact centers from a soccer perspective. Let’s continue down that road by looking back at the past “season” and forward to the one that’s in front of us.

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