I just had the pleasure of listening to Kevin Rowland from Ezibuy speak at the Retail NZ Summit in Auckland. My favourite quote from Kevin’s talk was, “Retail is like walking up a down escalator. If you’re standing still, you’re actually going backwards.”
This is true of most business and industry. If you’re not following Ezibuy’s lead and seeing how you can innovate with data and intelligent contact centres like Amazon Connect, you’re likely to be going backwards simply by sticking with the status quo.
It was interesting to see early incarnations of retail, before supermarkets when the owner-operators knew you personally and could make recommendations based on what they knew about you from your regular visits.
With technologies like Amazon Connect, and it’s supporting AWS CX technologies, this level of genuine personalisation is possible in the modern era. One example is checking your order system based on caller id, to ascertain whether the customer is phoning about the status of an order.
The value-add for your call centre staff, is increased call quality by not having to deal with mundane, monotonous calls that a clever Lexbot can deal with.
It’s a win for your business and your team, but most importantly, a win for your customers.
Find out how Consegna can integrate into your existing CRM and support systems with Amazon Connect. firstname.lastname@example.org