Customer Service

How stellar customer service can boost the customer experience

A live webinar on Thursday, April 7 focuses on how retailers can meet high-scale customer service demands with exceptional customer experience.

Photo by istock.com

March 24, 2022

While retailers have a slew of options when it comes to responding to customers — text, chat, social media and email — the customer service call center remains a vital and valuable channel to customer satisfaction, customer loyalty and the customer experience.

Customer service is everything for a retailer today and how to meet high scale demands while also providing exceptional customer experiences can be a huge challenge. That's the focus of an upcoming live webinar, sponsored by Fusion BPO Services, on April 7 at 2 p.m. EST.

The free webinar event, moderated by Retail Customer Experience Editor Judy Mottl, will feature real-world insight from Jeff Fawcett, director of call center and training at Houdini Inc. and Wine Country Gift Baskets.

During the one-hour event attendees will learn how to anticipate demand spike and prepare accordingly, manage workforce during an unexpected spike and how to ensure a superior customer experience during the demand spike periods.

Fawcett has been involved in employee training and development and leadership management for over two decades. He has conducted needs assessments, analyzed performance gaps and led and managed a team that has trained over 20,000 seasonal employees both in the call center and the distribution center.

He is responsible for the idea of Wine Country University, the company's robust online learning program, and selected and implemented the companies' first LMS and has helped develop other trainers into practitioners of e-learning.

Also participating in the webinar is Matt McGeorge, executive VP at Fusion and Peter Giglio, director of sales at Fusion.

With nearly two decades of customer service and sales experience, McGeorge will share detailed insight on solutions to meet client program needs. As part of the global leadership team, McGeorge works with the company's international team to develop and execute the organization's strategic initiatives.

Giglio focuses on strategic acquisition and growth of business across the commercial division of Fusion's North American operations. For over 25 years, he has worked at all levels of leadership in the contact center space.