The Challenge

We are witnessing dramatic changes in the retail industry. To improve and maintain customer loyalty, brand-centric retail strategies must evolve to be truly customer-centric. Retailers need to support complex, data-driven, Omni-Channel programs in order to build sticky, personalized, long-term customer relationships.

Concentrix partners with clients to deliver end-to-end customer engagement services, technology innovations, analytics-derived insights, process optimization and business improvements. We’ve streamlined front and back office and industry-specific processes to provide the highest value from every customer interaction and to deliver improved business outcomes.

Global Agility for Empowered Customers

We realize that every interaction between you and your customer is a critical moment for your retail business and brand. From awareness of trends, through service and support of every sale, we help you meet the demands of the empowered customer with the right product, at the right time and via the right channel. We provide global delivery experience and expertise in support of both online retailers and traditional brick-and-mortar enterprises.

We help you increase customer loyalty through an analytics-driven approach applied throughout the entire customer lifecycle, from marketing to post-sales support. Our continuous flexibility and agility have allowed us to anticipate marketplace changes and to capitalize on the opportunities those changes present. In every opportunity, we’ve sought to transform the customer experience by providing the highest value in every customer interaction.

Outpacing the Competition

We help you optimize the buying experience across clicks, bricks and mortar and to increase sales and margins through operational efficiencies. We provide speech analytics to improve customer satisfaction and loyalty, while focusing on process improvement and agent behavior.

We also enable you to continuously track interactions across multiple channels to better understand your customer and outpace your competitors. Our efficient staff resourcing will help increase revenue by ensuring that our agents are trained in both telesales and customer service.

Potential Types of Engagement

  • Sales & Customer Care
  • Omni-Channel Support
  • Seasonal Handling
  • Revenue Per Customer Optimization
  • Social Lead Generation
  • Secure Payments (PMI Certified)

What’s Your Customer Strategy?