Customer Service
How Wine Country Gift Baskets is boosting customer service, experience
A free live webinar April 7 shares a successful retailer's strategy in handling high demand customer service periods while also delivering exceptional customer service.
April 1, 2022
Customer service is the linchpin in attaining stellar customer experience, but making that happen requires expertise and strategy.
One option is tapping a partner to help scale when customer service demands are high. That's the approach Houdini Inc. and Wine Country Gift Baskets took to ensure customer service was meeting its high scale demand and delivering a rewarding customer experience.
Jeff Fawcett, director of call center and training, will share the retailer's approach, and why it tapped Fusion BPO Services, during a free live one-hour webinar taking place April 7 at 2 p.m. EDT.
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 company's first learning management system and has helped develop other trainers into practitioners of e-learning.
The webinar event, moderated by Retail Customer Experience Editor Judy Mottl, will help attendees 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.
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.
Sign up for what promises to be a relevant and important webinar discussion here.
