Customer Service Reps

Retail Recovery and Rebuilding Customer Loyalty Beyond COVID-19
December 21, 2020 at 4:02 pm

The pandemic has changed everything in retail — and it’s not ending anytime soon. Just as stores started to adjust to the “new normal” of frequent disinfection and face masks, the spread of the virus is picking back up in regions across the country, forcing many retailers to close their doors to the public again.…

Verizon's Chief Customer Officer on How Employees Pivoted During COVID-19
October 21, 2020 at 3:11 pm

This video originally appeared on Total Retail's sister site, Women in Retail Leadership Circle. When the COVID-19 pandemic hit and Verizon had to close its retail stores, instead of laying off or furloughing thousands of employees, the telecommunications company used it as an opportunity to train thousands of its store sales associates on its customer service…

Retail Reshaped by Chatbots and AI Technology During COVID-19
September 1, 2020 at 12:13 pm

There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way retailers operate and connect with their customers daily. Shelter-in-place ordinances and stay-at-home mandates have forced retail brands to rely on artificial intelligence (AI), machine learning (ML) and chatbot technology to manage much of the workload required for servicing their customers’ needs. In fact,…

3 Tips for Up-Leveling Your Customer Care in the Wake of COVID-19
August 12, 2020 at 7:18 pm

While the impact of COVID-19 has put substantial stress on the retail industry, savvy brands have realized that a strong customer care strategy is a retailer’s first line of defense against disruption. In the wake of the pandemic, more consumers are shopping online, and as a result the demand for timely customer care has significantly…

Retail Call Centers: Improving Efficiency and Productivity
July 6, 2020 at 4:46 pm

Retail call centers are an important step in many customer journeys, and for online customers they may be the only human interaction with the brand. Retailers have multiple ways to operate to fulfill the customer need. Should they be in-house or outsourced? Offshore or home-based? How do you expand capacity for business peaks? Whatever route…

Why Now is the Time for Retailers to Adopt a D-to-C Mind-Set
March 23, 2020 at 11:43 am

In the midst of mounting uncertainty surrounding the COVID-19 outbreak, the presidential election, and other stressors, customer service needs to be dialed up now more than ever. In the retail industry, with more employees working from home and less shoppers visiting physical stores, the time is now for brands to strengthen their direct-to-consumer (D-to-C) mind-set.…

The Future of Customer Support and its Impact on Retail
March 13, 2020 at 1:52 pm

Customer support is evolving at a rapid rate, and many brands are reimagining the impact that a retailer’s support team can have on their customer’s experience and their overall business. However, while there's plenty of change happening today, it’s critical for brands to always keep an eye on the trends impacting tomorrow. Here's a look…

The Customer Experience Opportunity: How SMBs Can Use AI to Create a Competitive Advantage
August 12, 2019 at 10:32 am

Small and medium-sized businesses (SMBs) struggle to compete on equal footing with the enterprise behemoths that dominate their industry. In other words, how do local retailers compete with the Amazon.com and Walmarts of the world? Providing a better customer experience is fast becoming the competitive differentiator and driver of success for businesses of all sizes…

The Ultimate Guide to Training and Motivating Retail Employees
August 8, 2019

This resource sheds light on retail staff best practices that you can apply to your business. It offers guidelines and actionable steps to help you train, motivate, and retain your best employees. You’ll get research-backed insights on how to keep your staff happy, and you’ll learn about the training methods you could use to empower your team.

Using AI to Turn One-Time Customers Into Loyal Brand Ambassadors
May 8, 2019 at 9:23 am

One of the biggest challenges for retailers is not acquiring customers, but keeping them. Loyal brand ambassadors are the backbone of growth. However, building long-term interest in a brand is no easy feat. Customers want personalized experiences and services that make them feel that they are the most important customer. A 2018 Bond Brand Loyalty…