In his No Jitter post this week, analyst Dave Michels of TalkingPointz has a compelling case study describing how the fashion retailer Forever 21 transformed its contact center technology, and in so doing essentially began reimagining its entire approach to customer experience. Dave offers details about how Forever 21 succeeded in terms of traditional contact center metrics like call abandon rate and speed to answer, while also improving the agent experience, giving agents more control over workflows within a call, and paving the way for greater integration of clerks at its brick-and-mortar stores into the contact center flow. You should definitely read the whole piece.
