Contact Center Solutions Featured Article

Retail Teams Need Access to Information, Motorola Looks to Help

January 17, 2014

Flexible and reliable communication is the first step towards a smart store associate. Store staff needs to have access to the information required to best assist shoppers and improve storefront operations. A completely connected and well informed retail team can help deliver an enhanced experience for shoppers, drive loyalty and provide store owners a return on their technology investment.

However, increased competition from online and brick and mortar stores, along with higher customer expectations driven by the convenience of online shopping, is making it more challenging for retailers to maintain customer loyalty and stay on budget.

In a recent KPMG Retail Industry Outlook Survey, retailers cited losing share to low-cost producers (30 percent) and customer/employee mobility (21 percent) as two of the top three biggest threats to their business models.

Responding to this, Motorola (News - Alert) Solutions claims that its Staff Communications and Management solution can help store associates work together for more effective operations and a better customer experience. Its communication services for retail enterprises include on-the-go employee support offerings, PTT, VoIP, workforce and task management, and manager dashboards.

“Shoppers today walk into a store armed with nearly infinite amounts of information along with high expectations of service. Motorola’s Staff Communications and Management solution gives associates access to the right tools, devices and information, which allows them to provide even better, personalized customer service,” Bruce Brda, senior vice president, Motorola Global Solutions and Services, said in a statement.

With its solutions, Motorola explained that it can help retailers optimize their mobile environments. Tasks, work orders and group and private calls can be initiated, routed and escalated across or within work groups to keep associates accessible while enhancing collaboration. For example, inventory and detailed product information can be accessed anywhere in the store at a moment’s notice to answer shoppers’ questions and perform consultative selling.

Also, in a recent survey conducted as part of Motorola’s Holiday Shopping Study, more than half of shoppers (58 percent) agreed that they have a better experience when sales associates are using the latest technology to assist them.

Motorola’s MC40, SB1 Smart Badge and ET1 tablet and productivity-enhancing software, such as Mobile Workforce Management, can also optimize operations, said the company.




Edited by Blaise McNamee

Article comments powered by Disqus

Related Contact Center Solutions Articles

Watermark Consulting Study Reveals Business Value of a Great Customer Experience

For several years we have all heard how improving the customer experience has become a top priority of C-levels around the world, and that in a world of commoditization it is key to creating long-term sustainable competitive advantage. While this has been gospel for obvious reasons, it is always nice to have validation in the form of some statistics. This is precisely what customer experience advisory firm Watermark Consulting has done with its recent analysis of stock market returns which found… [ Read More ]
09/22/2014

Stalag Call Center?

I started thinking about Stalags a few weeks ago when I checked into a hotel with my wife. I pointed out a large call center across the street and my wife asked, "How do you know it is a call center? I don't see any signs saying that!" Her question hit me like a Mack truck. How did I know it was a call center? Were there any real clues or was I just clairvoyant? [ Read More ]
09/22/2014

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!