Customers: Retail

Tailoring call center solutions for retail businesses.

There was a time in the not-too-distant past when service excellence was the essence of retail success. In recent years, the focus has shifted to price. The reasons are varied, ranging from greater consumer sophistication to the increased anonymity of the shopping experience. The result has been a dramatic drop in customer loyalty, which has forced retailers to focus on cost to create differentiation.

Today, however, there is a growing realization across the industry that profit truly depends on customer loyalty and that customer loyalty is built on a foundation of excellent service. Call center software solutions from Envision help retailers deliver a superior customer experience across multiple contact points. Equally important, these call center software solutions deliver the capabilities retailers need to understand market trends, anticipate consumer preferences and tailor the shopping experience to meet customer expectations.

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"With Click2Coach, our agents have reduced their call handling time by 17 percent, to just under two minutes, while simultaneously improving the customer interaction. Both of these accomplishments result directly from coaching and show that you can improve quality and efficiency at the same time."

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