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Archive for March, 2015

Why a Multi-Channel Contact Center is Essential for Business

Why a Multi-Channel Contact Center is Essential for Business

A new dilemma is hitting businesses everywhere. Customers want quick resolution via live chat, phone, email, IVR, SMS, social media and other formats. Customer-dependent businesses can no longer ensure customer satisfaction through a single customer service channel. This is a critical issue, because unhappy customers quickly become vocal on online social networks. The quicker business […]

9 US Retail Banking Trends

9 US Retail Banking Trends

According to the ‘JD Power 2014 US Retail Banking Satisfaction Study’1 released in May 2014, customer satisfaction with banks is at a record high, increasing to 785 this year as compared to 763 in 2013. This is attributed to banks making an effort to improve experiences for customers, reduce their problems and create an understanding […]

5 Best Practices for E-commerce Checkout Experience

5 Best Practices for E-commerce Checkout Experience

According to a ComScore report titled ‘UPS Pulse of the Online Shopper’[1] which surveyed more than 14,000 online shoppers in Europe, Asia, Australia, Canada, and US, global consumer satisfaction with online shopping is at 66%. One factor that contributes to customer satisfaction is the ease of the checkout process. At 81%, US customers are the […]

How Outsourcing Can Help eCommerce Companies in Increasing Sales

How Outsourcing Can Help eCommerce Companies in Increasing Sales

Outsourcing Helps eCommerce Companies to Increase Sales Revenue According to market research, global eCommerce sales could increase by approximately 21% in 2015 and touch USD 1.6 trillion. This growth will be driven by: A surge in the consumer base in emerging markets Increased use of the mobile eCommerce channels Improved payment and shipping options A […]