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RightNow Eases Call Center Operations at Men's Wearhouse
By Rajani Baburajan, TMCnet Contributor
RightNow, a provider of call center operations software and services, recently stated that Men's Wearhouse, a national provider of men's clothing and formalwear rentals, selected RightNow to extend its in-store customer experience to the Web and call center.
Men’s Wearhouse has implemented RightNow CX, the customer experience suite, to quickly and consistently engage with tech-savvy consumers across multiple touchpoints to best meet their needs and preferences.
RightNow CX is assisting the retailer to increase sales and streamline call center operations during a time of rapid growth. The retailer was in need of a consistent call center operation and management, especially with its growing number of call center agents.
“The Men's Wearhouse brand is built on quality clothing and personalized service, and our customers are our highest priority,” said Melissa Porter, senior director of contact center operations, Men's Wearhouse, in a statement.
“With RightNow, it's easy for customers to get in touch with us and speak with agents that are empowered to give them what they need. RightNow helps us continually improve the customer experience we deliver to drive value through the whole organization,” Porter added.
RightNow CX enables Men's Wearhouse to deliver personalized, consistent support across channels, as well as quickly provide information to customers when and where they need it.
The call center operations software enables Men's Wearhouse to be more efficient, especially during crucial holiday shopping season.
Company officials say more than 100 contact center agents are now using the RightNow Dynamic Agent Desktop to unify customer interactions across phone, e-mail and chat, and to give timely, contextually relevant information to customers.
Additionally, RightNow's Web self-service capabilities have enabled customers to seek answers to their questions anytime and anywhere without agent assistance, which has reduced call volume.
With RightNow Chat solution, Men's Wearhouse offers real-time support to replicate the in-store stylist experience with online consumers. Another feature, RightNow Feedback, enables the retailer to issue a survey after every interaction to capture the voice of the customer, integrate the feedback across channels, and take action to engage with customers proactively.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein