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Collaboration Case Study: Talbots

Collaborating on Superior Customer Care

Women's global retailer Talbots unifies customer care channels and improves service with help from Cisco and Cameo solutions.

Challenge

  • Enhance customer experience with easy-to-use and consistent care across channels, including live web chat and call centers
  • Improve visibility across multiple support channels to improve routing, scheduling, and management of call centers
  • Optimize workforce skills for in-house and third-party customer service centers

Solution

Outcome

  • Handled 30 percent more calls during an annual sales event with dynamic, real-time call routing between call centers
  • Achieved industry-best customer satisfaction scores by using cross-channel customer data to deliver consistent customer experiences
  • Increased agent efficiency by managing agents through a single dashboard and adjusting schedules accordingly
By connecting more effectively with customers, we can build loyalty and enduring relationships.
- Wes Powell
Vice President, Customer Service, Talbots