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JC Penney:'Brand' inbound calls? inbound calls? Increase Customer Satisfaction?

CallSpace


Abstract:

The retailer had over 1,000 stores spread across North America, each of which took calls from customers. In addition, the company had four dedicated contact centers. There was no consistency of branding or messaging across these call recipients. People calling one location might hear pop songs while others heard a locally recorded message from an assistant store manager.

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JC Penney: 'Brand' inbound calls? Increase Customer Satisfaction? Monetize the Contact Center? Wow!
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