In today's omnichannel world, organizations offer multiple different paths to purchase goods and services, from in-store, through the contact center, to fully online. However, some of these paths to purchase can present different challenges to conversion. How can companies take learnings from high converting channels and apply them to others to improve performance?
CarMax's optional extended service plan, MaxCare, provides peace of mind to customers who purchase it. These plans are often sold during interactions in CarMax’s physical retail stores, but there was an opportunity to improve sales from interactions with the contact center. In this live session, Will Rice (Senior Manager, Retail Operations) will share how CarMax was able to identify, measure, and drive the highest impact behaviors using CallMiner scorecards. These efforts helped improve the impact CarMax contact centers have on in-store and overall company performance.”
You'll learn how CarMax:
- Identified on-call behaviors at specific moments in a customer's journey to drive improved conversions
- Used analysis, data warehousing, and post-mining metadata ingestion to measure these behaviors accurately
- Leveraged CallMiner to uncover the behaviors that were most likely to drive additional sales and build a category to track those behaviors
- Implemented scorecards and coaching routines to drive adoption and execution of desired behaviors
This session will not be available on-demand and can only be experienced live. Be sure to register now and save your spot to discover how CarMax maximized value through conversation intelligence!
Speakers:
Senior Manager, Retail Operations
Will Rice is a senior manager within Retail Operations at CarMax. He manages a variety of strategic initiatives and programs focused on innovations in processes and people within CarMax’s customer experience centers. He has several years of experience leading strategic change at CarMax, including developing, implementing, and rolling out new ways of gaining insights from interactions with CarMax customers.
Through his roles at CarMax and DuPont, he has over a decade of experience in sales, marketing, and change management across both B2C and B2B business models.
Sed ac purus sit amet nisl tincidunt tincidunt vel at dolor. In ullamcorper nisi risus, quis fringilla nibh mattis ac. Mauris interdum interdum eros, eget tempus lectus aliquet at. Suspendisse convallis suscipit odio, ut varius enim lacinia in. Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Sed ac purus sit amet nisl tincidunt tincidunt vel at dolor. In ullamcorper nisi risus, quis fringilla nibh mattis ac. Mauris interdum interdum eros, eget tempus lectus aliquet at. Suspendisse convallis suscipit odio, ut varius enim lacinia in. Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Sed ac purus sit amet nisl tincidunt tincidunt vel at dolor. In ullamcorper nisi risus, quis fringilla nibh mattis ac. Mauris interdum interdum eros, eget tempus lectus aliquet at. Suspendisse convallis suscipit odio, ut varius enim lacinia in. Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Sed ac purus sit amet nisl tincidunt tincidunt vel at dolor. In ullamcorper nisi risus, quis fringilla nibh mattis ac. Mauris interdum interdum eros, eget tempus lectus aliquet at. Suspendisse convallis suscipit odio, ut varius enim lacinia in. Lorem ipsum dolor sit amet, consectetur adipiscing elit.