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News : Sorted Launches Delivery Experience Report to Uncover the Science Behind Online Purchasing Behaviour

#contactcenterworld

London UK, Mar 21, 2022 -- Delivery experience platform Sorted has announced the Delivery Experience ‘DX’ report. The research, carried out in partnership with management consulting firm, Think Beyond, put ten leading fashion retailers under a neuroscientific microscope to predict human responses to online shopping stimuli.

A benchmark for other brands

By factoring in independent analysis from neuroscientists and customer journey experts, the barometer measures around 40 elements that scientific studies suggest are most important to customer experience. In this first report, it found the average customer journey score for a fashion retailer to be 80.7 out of 100.

The ranking, which evaluates conscious and unconscious customer responses to delivery experiences, demonstrates how competitive the current landscape is. With fashion retailers setting the bar this high, the data reveals that being ‘good’ is simply not good enough to stand out and attract and retain customers today.

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Standing out in a crowded market

The report, which used the five-point Likert scale to assess the purchasing journey for consumers, empowers scientists to dig deeper and understand what makes consumers tick under the surface. By adopting neuroscience theories, the company was able to predict physiological and emotional responses, using methods less susceptible to bias than other forms of market research.

These findings, which demonstrate that retailers are providing exemplary offerings to customers when it comes to pre- and post-purchase, mean that brands need to exceed expectations to stand out in a crowded market. In turn, Sorted identified the actions that retailers must take, including using parcel tracking to reduce delivery failures and customer contact centre strain, and to avoid losing momentum on DX innovation and investment.

Carmen Carey, CEO at Sorted, commented: "Consumers now have almost unlimited access to new brands and products, making loyalty hard to earn and even easier to lose. Since these findings demonstrate that delivery and returns is a strong area for fashion retailers, brands must take the delivery experience to the next level to separate themselves from others. Any lapse in progression or innovation in this space is likely to see you fall behind."

#contactcenterworld

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


About Sorted:
Sorted is a refreshingly agile and data-driven software company, powering dynamic checkouts, carrier management, delivery tracking and automating returns management around the world. Through partnerships with some of the biggest global carriers and customer-obsessed retailers, Sorted transforms every delivery journey into a 5* customer experience. Sorted is recognised as one of fastest growing companies in Europe as named by the FT and one of the UK’s most successful digital businesses.
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Today's Tip of the Day - Speech Recognition

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

Published: Tuesday, March 22, 2022

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2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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