In order to remain viable in today’s competitive climate, retailers and distributers need to deliver seamless, ubiquitous customer experience across multiple channels: whether online, in-store or through a contact centre. Six Degrees works closely with a leading UK distributor to deliver a distributed contact centre that enables staff to deliver a faster, better experience to customers calling into branches.
The contact centre solution, provisioned and managed by Six Degrees, utilises skills-based routing to ensure that customer queries are always handled by the most appropriate operating location and member of staff. The contact centre also delivers real-time and historic data insights, providing visibility to the distributor’s senior management team on how individual branches are performing.
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