With up to 10% of retail sales being made outside a store, savvy retailers increasingly view phone and web based services as a powerful extension to their storefront. They value these transactions as a source of new revenue, and of increased customer loyalty. However, even retailers with an excellent face to face reputation sometimes struggle with bringing the personal touch to the call center.

And retailers with customer loyalty or credit card programs are under even more pressure to provide high customer service levels. Never before has the ability to provide customer service meant so much to a business’ bottom line.

Retail Solutions

Using an Upstream Works solution, you can optimize the interaction of your retail business and customers through phone, email, and chat, to increase bottom line sales and maximize customer loyalty and retention. We provide agent desktop solutions driven by customer experience and analytics to show how the contact center affects your customers and how customers affect the contact center.

Agent Desktop

By understanding who is calling you and why they are calling, you can optimize the experience for the caller and for the customer service representative. Our technology can track and measure the customer experience across channels, providing a complete picture of every contact, even unsuccessful ones.

This information can be used to give agents knowledge of a customer’s prior experience before answering the contact. The interaction can be automated based on this information to reduce the time, and to highlight sales opportunities.

Analytics and Performance Management

We measure key performance indicators related to customer outcome, call center performance and First Call Resolution, and determine the relationships between them. This is supported by analytic data for insight into why customers are calling, and to identify business process issues for better, more effective service and sales.

Call Management

Our technology can dynamically adapt the call center during peak call times to improve customer service and efficiency. Customers that get stuck in a queue will not be receptive to a sales pitch. In busy periods, we can adapt the system behavior to let the customers do more self service, and guide the agents to expedite calls.