Omni-channel retailing became one of the biggest buzzwords of 2013, and its popularity among business owners will only continue to increase. Essentially, those that adopt it will thrive while those that don't will, inevitably, wither on the vine. Despite its sometimes intimidating ways, omni-channel retailing is being better understood by the eCommerce community as a whole. Business owners are becoming more familiar with what it entails and what degree of adoption is appropriate for their businesses. No matter the level of...

When a customer calls a company representative, they always have a few expectations – as they should. They expect cordial, efficient service and they expect their specific inquiries to be addressed in a fair and timely manner.   In the age of social media and big data, however, customers have also come to expect call center operators to know more about them than ever before. They assume that company representatives have a 360-degree view.   “Customers expect call centers to know...