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Candice Roberts
Founder and CEO
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Business Development

News : Lamps Plus Reveals Hybrid Sales Agents Serving Dual Roles for Both Store and E-commerce Customers

#contactcenterworld, @lampsplus

Los Angeles, CA, USA, Aug, 2021 -- Lamps Plus has introduced a customer-focused strategy by hiring sales associates to serve dual roles as both brick-and-mortar retail store associates and customer care agents. With complementary talents, these agents are placed in the company’s 36 stores to advise customers through outside sales skills and e-commerce customers via inside sales skills.

Identified by Lamps Plus as hybrid sales agents, these employees fluctuate between the showroom store floor and their store backroom office. During slower customer traffic days, typically certain weekdays, agents may be in their office focusing on helping customers via phone and online chats. On high traffic store days, usually weekends and Fridays, these specialized agents are dedicated to the store floor to offer lighting and home furnishings expertise to in-person customers. However, each agent’s versatility enables them to serve the most critical customer sales needs at any moment, regardless of the daily schedule.

These dual function retail roles are atypical. Retailers commonly hire, train and designate separate specialists for stores or call center support.

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"Just as we value athletes who excel in multiple abilities in their sport, our hybrid store agents are becoming extremely important by offering previously unavailable sales opportunities both in our stores and remotely through the phone and online chat," said Terre Wellington, Senior Vice President of Store Operations. "As an omnichannel retailer, we need to be ready to serve customers wherever they are. When customers arrive at our stores, we expect to help them solve their home lighting challenges with highly trained sales experts. When customers access our website or call us, we expect the exact same experience."

On the store floor, hybrid agents serve the role that is common for store associates, assisting customers by showing and explaining lighting and home furnishings through products featured in-store or helping customers browse the company’s e-commerce site at one of several computer kiosks throughout each store. In their backroom office, hybrid agents have a two-monitor computer to handle chats and calls.

The company invests at least four weeks to train each hybrid sales agent, the same amount of time dedicated to every store and call center employee. The hybrid sales agent training is slightly more intense to cover both roles.

"The hybrid sales agent initiative has reduced store operating costs because stores now serve both local and national customers so stores have a higher value," said Wellington. "In store areas, online sales and brand awareness are higher than the rest of the country. We’ll continue to use our stores to test and implement innovations to better serve all customers."

Lamps Plus has identified an additional benefit of Texas- and Colorado-based hybrid sales agents, better serving East Coast customers with customer service agents available throughout each day during the Central and Mountain Time Zones. The company has also been adding remote sales agents to East Coast states, where there are no stores, to better serve national customers.

The hybrid sales agent initiative follows the focus on store innovation using technology, including implementing the ability for customers to text stores. Hybrid store associates were introduced to extend the use of flexibility and technology further to enhance the shopping experience.

In addition to hybrid store agents serving homeowners, Lamps Plus has tested placing agents from its professional trade division, Lamps Plus Pros, in stores so professional customers – including builders, contractors and interior designers – have a local Pros agent in their areas to share knowledge and strengthen relationships. Typically remote positions, these agents will continue to serve their Pros customer accounts throughout the nation, while being situated in a store location.

In addition to hybrid store agent openings, Lamps Plus’ success has resulted in dozens of job openings. Candidates can learn more about the company, review current openings and apply online.

#contactcenterworld, @lampsplus

Posted by Veronica Silva Cusi, news correspondent

About Lamps Plus:
Company LogoLAMPS PLUS, Inc., is a privately held corporation that designs, manufactures, and sells portable lighting, fixture lighting, home décor items and a variety of other related products.
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Published: Tuesday, August 3, 2021

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2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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