Inside the Quality-First Contact Center

Electronic Retailing Association’s D2C Recap

Substance. Not something Las Vegas is always known for. Glitz, glamour, show-time, the lights, the parties. You know the rest. I’m happy to report, however, that the ERA D2C event in Vegas last week was full of very shareable moments and concrete key takeaways.

The annual Electronic Retailing Association’s D2C Convention took place two weeks ago, unfortunately, in the midst of a tragedy. The event continued, and the attendees had the opportunity to see a high-quality pool of participants whose business have successfully evolved and thrived the age of digital disruption.

The ERA member companies and the D2C industry, generally-speaking, have not been leaders in customer experience or customer satisfaction. Shopping environments that hyper-compete for customer share-of-wallet and share-of-mind must be available where and when customers want to buy, offering multi or omni communication channels they wish to utilize, and the ability to transact or obtain customer care through live agents (humans), machine-enabled, or self-service.

The Callzilla team met with a wide variety of current clients and prospects, each emphasizing the importance of customer experience, customer service, and most interestingly, the need to incorporate contact center technology. Automated and accelerated touch points are desired by new and existing customers, all while dropping costs of acquisition and care. Each of the companies with whom we met understand the immense pressure to increase customer life-time value. They are impressed with out suite of tools to offer stand-along automation, or a hybrid solution of live-agents plus automated tools, that include bots, SMS messaging, live chat, channel pivot, and call-backs.

Many have said that D2C no longer requires the help of contact centers; this latest installment of the ERA convention proves the opposite. Contact Centers that evolve to be at the forefront of customer preferences are positioned to offer optimal customer experiences, satisfaction, and resolution which all translate into great customer life-time value.

Stay tuned for additional case studies and examples of how Callzilla’s live agent near-shore model, combined with the latest advances in technology, are enabling our clients’ brands to remain relevant by offering their customers enhanced experiences. We’re excited about this dynamic and the ever-changing environment that challenges us to remain on our toes. Our stay in Las Vegas proved to us the value of listening to our clients, investing in the relationship we have with them, and the critical mandate to always reinvent ourselves. When we innovate, we enable our clients’ brands to refresh their ability to compete in an ever-crowded marketplace.

Thank you to our clients, the ERA, our valuable pool of technology partners, and to our client-facing and IT teams. You help us to stay focused on the substance, not the glam of our customer care mission, to offer high quality, customer-focused solutions across communication channels and across languages. Look for Callzilla at other upcoming events!

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Topics: Event Recaps