We've all had the experience of buying something from a retailer, having a problem with it and needing to call their customer service center to resolve the issue. Sometimes, just finding the phone number from the website can be difficult, as some retailers seem to purposely make that difficult. And when calling the retailer, consumers are often forced to listen to lengthy recordings encouraging them to go back to the website and/or asking them punch in everything but their children's names and social security numbers to get an actual live person.
The call itself can often be problematic and annoying as many call center personnel read from scripts, and there are sometimes language barriers. Other options aren't always easy either, as web chat isn't always available or the agent may be dealing with multiple chats at the same time. Facebook and Twitter posts can go without a response as can e-mails and texts.
So, I wondered if savvy retailers can improve contact center operations to create a positive point of difference, building revenues and profitability in the process.
Recent posts on the Interactive Intelligence blog offer some tips for improving contact center performance. Here are a few, paraphrased:
A 2013 State of the Contact Center in Retail report from LiveOps offers additional reminders and pointers including:
Which of the following customer service channels will be most important to retailers in the next five to 10 years?