This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. But how can they do it? Here are three tips on how to scale your contact center for the seasonal rush.
Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce, allows valuable information from customer interactions to quickly reach your customer service agents. With the right information at their fingertips, agents can automate and streamline their workflow during times of peak volume to improve customer satisfaction (CSAT) that is critical to long-term customer relationships.
Here are some of the advantages of integrating Talkdesk with your ecommerce technology provider of choice:
For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption.
Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX). Built on a modern cloud-native microservices architecture, Talkdesk CX Cloud provides the most comprehensive suite of contact center applications on a single cloud platform, including:
Remote agents have become critical in 2020, and the holiday season will be no different. A team of remote contact center agents that can quickly come online during expected volume spikes will be the secret to an effective ecommerce holiday operation.
To help organizations scale for the seasonal rush, building remote teams faster and more efficiently without sacrificing on CX, Talkdesk CXTalent™ offers two unique ways to hire and grow your team of remote contact center agents:
However, recruiting new talent is only half of the equation. A modern, cloud-native workforce management solution can help you forecast demand, manage and optimize agent scheduling and maximize utilization. Simply put, that means having the right people in place, at the right time, servicing the right channels — so you can give your customers the best possible experience while keeping your staffing costs as low as possible.
Talkdesk Workforce Management™ leverages powerful AI and automation to accurately anticipate changes in customer demand and ensure the right level of coverage. It’s uniquely designed to give you the flexibility you need to scale up and down during the holidays, with customizable shift templates and scheduling rules that support non-traditional work arrangements.
Everything these professionals do should be about succeeding with a full omnichannel communications engagement. They will be the front line of your customer service and the ones delighting your customers during shopping holidays and beyond.
Talkdesk offers a scalable platform and the flexibility to add seasonal licenses as needed. The technology is easy to implement, fully integrated and has a network for certified outsourcers available that can help you meet the demands of the seasonal rush.
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