L.L.Bean Uses NICE Workforce Optimization Solutions to Maintain Top Notch Customer Service - Customer Inter@ction Solutions

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Featured Articles » SalesFUSION Improves Upon Native CRM Functionality » Convergys CRM 2.0 Offers Enhanced Customer Service » Wallboards Boost Call Center Customer Service » Inmate Communications Service Securus Receives High Marks for Customer Support   Sponsored By: IBM Cognos Decisions That Drive Success Discover how decision management can help you effectively leverage your business data to support faster, more-accurate real-time decisions in virtually every area of your business. » Grace Foods UK Ltd Chooses StayinFront TouchCG Mobile CRM on Android Tablets » CHR Unified Back Office System Integrated with Microsoft Dynamics CRM » Xerox to Build and Staff New Call Center on Webster, New York Campus » Oro Gold Wins Customer Service Award   From The Expert Corner March 02, 2012 L.L.Bean Uses NICE Workforce Optimization Solutions to Maintain Top Notch Customer Service By Juliana Kenny, TMCnet Managing Editor L.L.Bean is famous for its World Class customer service, and with good reason. As a mail order, online, and in-store retailer celebrating its 100-year anniversary this year, L.L.Bean has seen the tides of customer-facing processes change gradually and significantly, and its workforce optimization processes have undergone important changes as well over the last century. What intrigues those in the customer relationship management (CRM) field is how such an organization selects the right type of software to manage its customer-facing operations. Having chosen NICE IEX (News - Alert) Workforce Management in 1996, L.L.Bean has used the solution to evolve with the changing needs of the contact center. The many capabilities of NICE’s workforce optimization solution enabled L.L.Bean to accommodate scheduling flexibility while maintaining customer satisfaction, according to a case study on the relationship. Becky Andrews, Supervisor of Scheduling  at L.L.Bean, commented, “We produce our schedules three weeks in advance and agents have the flexibility to trade their entire schedule  if they want. A recent initiative now allows agents to access and view schedules from home allowing them even more opportunity to trade and swap shifts.  That’s a huge component to keeping our agents happy... Read More   Featured Video Interview with Apex Voice Communications   TMCnet Free Premium Content » Improve Your Customers' Experience By Listening to Unstructured Feedback » Best Practice TIPS for Leveraging Automated Voice Self Service for Improving Customer Service » Empower Your Contact Center and Your Customers through Multi-Channel Communications    Latest Blogs » Churn Predicted by Social Influence   Featured Channels » Call Center Training » Call Center Services - Call Center Services » Cloud Call Center - Cloud Call Center   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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