Guest Column
Call Centers Deliver Critical Service And Revenue Opportunities For Retailers
Source: Sterling Commerce, An IBM Company
Click Here To Download:•Guest Series Article 3: Call Centers Deliver Critical Service And Revenue Opportunities For Retailers
By Jim Bengier, Sterling Commerce
Continuing in my series of articles recapping the best practices discussed at the Cross-Channel Retail Consortium meeting in the fall of 2009, we shift from inventory management to the call center. Attendees highlighted that call centers are playing an increasingly important role as a critical touch point with consumers. As customer conversion and sales become a greater challenge, many retailers are revisiting their call center strategy. The call center was once a retailer-owned responsibility. When retailers outsourced this, many unfortunately did not put the customer first, and as result, the shopping experience diminished.
Click Here To Download:•Guest Series Article 3: Call Centers Deliver Critical Service And Revenue Opportunities For Retailers
