High-end handbag, luggage and accessories seller Vera Bradley was looking to enhance the customer experience by adding texting as a contact channel, after realizing shoppers might have already been trying to send texts to customer service numbers. See what results the company experienced with an integrated text solution.
The holiday season is officially here and contact center managers around the world are prepared for the busiest time in retail. Traditionally, much of this preparation has focused around staffing up to manage peak volume, strategizing to hit KPIs, hardening websites and IT infrastructure and optimizing inventory and fulfillment. Here is how several technologies like AI can be leveraged in social customer and engagement strategy to create efficiencies that make your agents and operations more productive by increasing response rates and response times.
Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.