The Internet Retailer Conference & Expo (IRCE) is coming up next month in Chicago, and OnBrand24 will be there. We are not regulars on the trade show circuit, but IRCE is a “must” on our annual calendar and this year is no exception.
We attend IRCE for two reasons: to meet retailers and e-commerce companies, to learn about their latest concerns and opportunities and to talk with them about their call center services needs – both for call center customer service and order processing, and also for B2B lead generation, appointment setting, customer surveys and other outbound call center services.
The other reason is to attend IRCE sessions, which are consistently excellent and educational.
The major theme at IRCE this year: understanding the “frequent web shopper.” What they demand from online stores, and how best to reach and service them so they remain loyal customers.
This year’s conference will have more than 100 sessions and 175 speakers, who will lay out the marketing, merchandising and operating strategies for meeting the demands of web-committed consumers who are dictating the new rules of retailing.
One of this year’s primary themes: Perfecting order management and fulfillment practices that keep online customers coming back. Here’s where retailers need excellent call center services. When customers have questions about an item on a web site, or if they have trouble ordering online and wish to process their order via human interface, or if they want to get an update on the status of their order, speaking with a friendly, helpful and informed customer service specialist at an inbound call center is critical to delivering a quality customer experience.
While it’s true that the emphasis at IRCE will be on new technology – mobile devices, social media, web site optimization and so on – IRCE proves each year that the role of call center services remains a critical piece within a successful retailing strategy. At last year’s show in San Diego, our booth was crowded with retailers who wanted to discuss outsourced call center services strategies.
It proved once again what we already knew about the enduring value of the telephone.
We hope to see you in Chicago next month!
Mark Fichera, CEO
Call Center Services