Indianapolis-based eyewear company One Click runs its entire business, particularly its customer care center, by implementing core values and spreading its brand mission. Angie Stocklin, Co-founder and COO, recently shared how the company hires and trains new contact center agents at Ecommerce Operations Summit 2019.
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.
Ecommerce customers expect 24×7 service across email, chat, call, and social media. Online shopping today means your customers can be anywhere and reach out to you at any time with questions about a purchase, shipping or credit card issues. Here are a few tips that will help keep communication open between the customer and retailer.