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Can Contact Center Agents Replace In-Store Employees? - Verint Monet - ContactCenterWorld.com Blog

Can Contact Center Agents Replace In-Store Employees?

One of the unfortunate realities resulting from America’s increased preference to shop online has been a decline in the quality of customer service at many retail chains and stores. With more resources now devoted to ecommerce sites, businesses are often relying on fewer in-store salespeople. 

Over time, that will just motivate more people to stay home and shop. And that may require contact center agents to do much more than take orders and payment information, especially in situations where the easy inquiries and basic functions are turned over to chatbots. 

Tomorrow’s contact center agents may need to fulfill more of a sales role. They won’t be just asking customers for the size and color of a garment they wish to purchase – they will recommend clothes that would be flattering based on each customer’s age, complexion and personal style. For someone starting a do-it-yourself home improvement project, the agent might work with the homeowner on the list of items needed.

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This takes us far beyond the standard contact center scripts. And it will require agents who are trained to take on these responsibilities. Such agents will expect to be paid more for their expertise, or receive a commission on the sales they make. 

It doesn’t mean that every agent must be trained in marketing, but they should be made aware of the marketing tenets that customers associate with good service. 

With a workforce management solution, agents can pull up past purchases, the caller’s location and previous contacts. With speech analytics, agents will be in a better position to tailor each call to a customer’s preferences. And by using analytics, raw call data such as recordings can be fashioned into actionable insight. 

By providing experienced agents with the right technology solutions, your call center can serve as one of your most effective marketing and sales outreach efforts. 

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/can-contact-center-agents-replace-in-store-employees

Publish Date: August 29, 2018 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Verint Monet

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