Archive by Author
4 Ways Retail Companies can Enhance the Multichannel Service Experience
February 07, 2012
by Bridget Trask
For retailers, a growing array of customer service interaction channels is opening up new opportunities to shape the customer experience, but it also comes with a new set of challenges.
According to Convergys 2011 Customer Scorecard Research, 1 in 4 retail customers has obtained customer care with a company in the past six months [...]
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A Look Inside Consumer Holiday Spending
December 16, 2010
by Bridget Trask
For many people holiday gift buying has become as much a part of the holiday season as jingle bells, roasted chestnuts and jolly old St. Nick. So much so that their holiday spirit can be affected by what happens at the register. According to recent Convergys research into the 2010 holiday shopping [...]
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Retailers: Holiday Sales Will Hinge on Multichannel Support
October 18, 2010
by Bridget Trask
Is it ever too early to start planning for the holiday rush? Not in the retail sector, where revenue expectations rely on that all-important spike in fourth quarter sales. Every day counts, especially this year, when retailers will feel the full impact of a major change in the marketplace –growth in customer demand [...]
