Develop A Multichannel Client Contact Center

Handling large call volumes resulting from growth and a multichannel venture can be intimidating. It's especially difficult to maintain high-quality service levels when call volumes are increasing. When $2.3 billion Ann Taylor, a women's specialty apparel retailer, launched its online stores, the retailer needed to bring the service in-store customers receive to its telephone lines. Therefore, Mark Ballard, VP of multichannel client services at Ann Taylor, reviewed his options. Used with permission from Integrated Solutions for Retailers magazine