Here’s a sad (but true) story: The dog days of summer are almost at an end. As customers and clientele begin to re-emerge from their sun-soaked vacations, and step firmly back into reality and back-to-school or back-to-work shopping, contact centers in the retail industry and beyond will no doubt see a sharp influx in customer inquiries, emails, messages, and phone calls. Their volume will rise on every channel, and callers will be expecting exquisite and timely customer service regardless of the demands of the busy season. And, too, the numbers don’t lie: Last year, Black Friday yielded over $6 billion online, with Cyber Monday surpassing that number at $7.8 billion. (To say that customers are active during these shopping days is a gross understatement.) As we mentioned in a recent article, “calls to businesses rose more than 375% over the past two holiday seasons.” Continue reading
Tag Archives: cyber-monday
It’s that time of the year when Americans feast on food and spend on shopping! Thanksgiving is around the corner and with that comes Black Friday and Cyber Monday. Black Friday is generally considered the first day of the holiday shopping season, when stores start their special discounts, and Cyber Monday is the online shopping equivalent. With last year’s record-breaking online sales and more than 121 million people planning to shop, you don’t want to miss out on those post-Thanksgiving dollars.
Here are three easy strategies you can use this month to prepare your retail business for the ultra-feast of consumer spending. Continue reading →