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News : Leroy Merlin Banks on Hybrid Model to Drive Future Growth

#contactcenterworld, @Five9

Lezennes, France, Dec 11, 2020 -- International retailer Leroy Merlin has invested in a cloud-based customer experience platform designed to complement its physical retail stores.

Leroy Merlin executive, Dmitriy Anderson, says the future of retailing will be driven by a harmonised hybrid of physical stores as well as a digital platform to ensure a better customer experience.

"We wanted to retain a compelling bricks and mortar presence. But we also wanted to be strong in the digital space," says Anderson.

"The solution was to introduce a world class cloud-based digital customer satisfaction system."

The tools to achieve this were delivered by global cloud-based contact centre solutions provider Five9 in partnership with local technology integrator Jasco Enterprises.


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Anderson says the new platform has transformed how Leroy Merlin interacts with its customers, delivering quality measurement and reporting tools.

He says that, before the digital customer engagement platform was installed, Leroy Merlin did not have reliable measurement tools.

"We have eliminated guesswork in terms of understanding customer sentiment to our offering," says Anderson. "We can now measure proper customer satisfaction, not based on what we think or feel but actual feedback from customers.

"We noticed a rapid increase in customer satisfaction from September when we deployed the system."

The system was installed shortly after the announcement of the Jasco and Five9 partnership.

"Within a short period, this has jumped to about 75%, which is remarkable," says Anderson, adding that that the previous system was narrow in focus and hopelessly inefficient.

"With the new cloud-based platform, we have the freedom to be customer ambassadors literally from anywhere," explains Anderson.

"All entities of the business are now working in support of one another instead of playing territorial games," says Anderson.

"We broke down the silos and we are all working together with C-level executives sitting side by side with other employees of the business from top to toe.

"At Leroy Merlin, we do not have an open-door policy because we do not have doors."

The new harmonised operating environment has also brought financial benefits.

"Financial gains from the use of the new system include cost savings from installation to operational costs," says Anderson. "We are doing more today with only 16 agents than we ever got from the 60 agents that were assigned to the same function previously."

Jasco Enterprise executive, Andre Schoeman, adds that the ease of implementation of the Leroy Merlin contact centre is the kind of service experience that Five9 customers enjoy worldwide.

"Together with Five9, we have been able to deliver a platform that is cloud-based, secure, robust, and reliable," says Schoeman.

"Jasco only partners with platform providers that deliver superb service and excellent value. With this implementation Five9 certainly proved that they are the global leader in Cloud Contact Centres."

#contactcenterworld, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: https://it-online.co.za/2020/12/11/leroy-merlin-banks-on-hybrid-model-to-drive-future-growth/


About Five9:
Company LogoFive9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
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Today's Tip of the Day - Sporting Occasions

Read today's tip or listen to it on podcast.

Published: Monday, December 14, 2020

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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