Information Guide

Superior service

and experiences

Leading women’s retailer Talbots has a long history of multichannel sales,

launching its direct mail business only a year after opening its first store.

Today, Talbots has nearly 500 stores across the United States and Canada,

with catalogs and a website extending to audiences worldwide.

“We have many different ways that customers can engage with associates:

live web chat, email, call centers, social media, or in stores,” says Wes Powell,

vice president of Customer Service at Talbots. “Each channel offers unique

challenges, where previously customer connections were more disparate, today,

every channel touch point is just one more way to consistently experience

our brand.”

Talbots wanted to provide customers with consistently meaningful interactions,

even as the customer shifts the conversation to different channels. The company

needed a central way to share customer information and manage support across

all channels, including in-house and outsourced call centers.

Talbots uses collaboration to bring customer care

channels under one umbrella to provide an easy-

to-use consumer experience across any channel.

“ By connecting more effectively with customers, we can build

loyalty and enduring relationships.

”

- Wes Powell, Vice President, Customer Service, Talbots

Consumers are reached by retailers through many channels. Each channel

must provide consistent service and quality, from any place at any time.

Case Study | Talbots

Size: 8,700 Employees

Location: Boston, Massachusetts

Industry: Retail

• Enhance customer experience with easy-to-use

and consistent care across channels

• Improve visibility across multiple support

channels

• Maximize workforce skills

Challenges

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Superior service and experiences Talbots uses collaboration to bring customer care channels under one umbrella to provide an easyto-use consumer experience across any channel. “ By connecting more effectively with customers, we can build loyalty and enduring relationships.” - Wes Powell, Vice President, Customer Service, Talbots Consumers are reached by retailers through many channels. Each channel must provide consistent service and quality, from any place at any time.
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Improving visibility across sales channels to ensure a consistent, superior customer experience. • Standardized communications using Cameo CloudBlu, powered by Cisco® Hosted Collaboration Solution (HCS) for Contact Center Solutions Cisco Powered Service With the Cisco Hosted Collaboration Solution and Cameo CloudBlu, Talbots manages all support channels under one roof. A Cisco Powered service, CloudBlu ensures enterprise-class security and compliance to provide customers with the best quality available.
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• 30 percent increase in call handling during sales event Results • Delivered consistent experiences through crosschannel customer data achieving industry best satisfaction scores • Increased efficiency by analyzing agent performance Easy-to-use connection “By seamlessly connecting our agents together through Cisco technologies, we can train agents and improve efficiencies to ultimately give customers a better experience, no matter how they interact with us,” says Powell.