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

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!