#contactcenterworld

Santa Monica, CA, USA, Sept 1, 2021 -- Edify Labs (edify.cx), a customer experience software company that makes business communications feel more like personal ones, announced that FOREVER 21 is now using Edify CX to manage contact center (CCaaS) and unified communications (UCaaS) across contact centers and employees in California, Mexico, and India.

FOREVER 21 is a brand recently reborn and amid a customer experience (CX) revolution led by Director of Customer Experience, China Scroggins. Having worked more than a decade at customer service bellwether, Nordstrom, Scroggins knows what it means to create and evolve exceptional service as customers and markets change.

"The key to great customer experience - and therefore revenue - is knowing who the first customer is. And that is my internal customer… my contact center users," Scroggins said. "Along with brick-and-mortar store employees, these are the first people talking to our customers. We need them to want to use the tools we give them to do their jobs well. That’s why we chose Edify - one window for everything that dramatically changes how our people work and what they’re able to do for customers."

"FOREVER 21’s pain is every legacy contact center’s pain and the reason why we built Edify," said Cameron Weeks, co-founder and CEO of Edify. "If we expect adoption and enthusiasm from agents - which converts directly their interactions with customers and the way customers feel about brands - then we best be giving them beautiful, easy-to-use software that makes doing their job easier, customers happier, and coming to work better - all while improving processes and KPIs."

"The best thing about working with Edify is that we’re not limited to how or when we act on our vision. We’re not restricted to improving our processes by the day or the week or by anyone else’s schedule," said Scroggins. "Now, we can actually change business rules or call flows or customer surveys in minutes without code or IT resources having to get involved. Having that kind of control over the agent and the customer experience changes everything."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com

Date Posted: Friday, September 3, 2021