Establishing workforce optimization principles often starts with the development of the customer experience. After all, in many places, the reason the workforce is there is to deliver the customer experience, so it's not out of line. For the world's largest musical instrument retailer, workforce optimization was just a cloud-based function away, and it turned to eLoyalty from TeleTech (News - Alert) to provide such a solution.
The new solution turned to eLoyalty / Cisco's Powered Hosted Collaboration Solution / Contact Center as a Service Cloud solution, a move which was set to provide a lot more impact for the customer, and help drive workforce optimization efforts in the company besides. Reports suggest that that point has gone along quite nicely, as the company will be using the new cloud solution to offer services for 200 agents immediately. That number will reach 500 during peak seasons over the next 36 months, which made it clear the company needed a product that could be scaled upward as needed. That was cloud in a nutshell, so eLoyalty (News - Alert)'s system took on a whole new life.
With the eLoyalty solution, users get access to not only workforce optimization tools through Verint (News - Alert), but also an interactive voice response (IVR) system, as well as customer relationship management (CRM) tools and a complete omnichannel operations package to ensure customers can reach the company by whatever means the customers prefer.
The retailer in question, which has been operating for almost 60 years now, is known worldwide for its expertise and technology, and has thus seen plenty of gradual, organic growth. While it was eager to continue its one-interaction-at-a-time philosophy, it also knew full well the nature of customer service was changing, and that the company had to change with it. Multichannel operations, pushing toward omnichannel, were the way to go, and the retailer was eager to find a cost effective way to provide those options for customers, and do so with sufficient rapidity to claim a first-mover advantage, or as close to it as it could get.
The end result for the music retailer is likely to feature further improvements in sales operations, thanks to a clear commitment to not only developing the workforce and making it more responsive to customer needs and interests, but also in improving the means available to connect to the organization. That combination of better responsiveness and improved quality of response is likely to further endear this retailer to its customer base.
In the end, this retailer knew what it needed to do and went forth to do it. That meant turning to an established omnichannel service provider, and made eLoyalty a clear favorite.
Edited by Maurice Nagle