Strengthen Contact Center Performance

Elevate Customer Service

Contact Center

With much of the modern shopper buying journey digitally influenced, customers handle many post-purchase tasks via digital tools like Manhattan Digital Self-Service. But when they need more assistance, contact centers are often where they turn. Customer service representatives (CSRs) need easy-to-use tools supported by comprehensive shopper information to manage customer inquiries quickly and efficiently.

Manhattan Contact Center ensures CSRs can deliver exceptional customer experiences and create lasting impressions with every inquiry. Whether the shopper utilizes voice, email, text, or chat – including our GenAI chatbot assistance – Manhattan Contact Center gives CSRs the information and tools they need to respond expertly.

Unified Customer Dashboard

Explicitly designed for omnichannel retail, Manhattan Contact Center optimizes the presentation of customer data across channels, delivering insights to enable positive resolution in the fewest steps possible. A unified view of orders, returns, interactions, and cases – even across a retailer’s multiple brands – is accessible from a single customer dashboard, accelerating associates’ responsiveness.

The Unified Customer Dashboard is the home screen for managing inbound customer inquiries and open cases. It presents Manhattan’s customer engagement tools, including the Unified InBox and Case Management, in a single view so that CSRs have the critical information they need. For example, the dashboard displays key tiles, such as “tickets assigned to my team” and “cases escalated to me,” that help CSRs focus on the most important work.

Fast Navigation to Action and Resolution

Manhattan Contact Center presents the most requested order- and return-related information actions in fewer clicks, helping reduce inquiry handling times. Quick navigation to common order modifications, such as changing the shipping address or adding coupons, streamlines interactions. The system provides CSRs with guidance in determining valid order modifications and product return actions. Manhattan Contact Center also empowers them with rich selling tools to help turn the contact center into a revenue channel.

Personalization Through Rich Customer Metrics

Manhattan’s contact center technology presents actionable data that provide valuable information to CSRs about the customer’s relationship with the retailer. Insights, including lifetime spend, appeasements, and price sensitivity, assist CSRs in determining how to personalize interactions, like whether to offer full-priced items or discounted items. These metrics also help the retailer see how it performed for the customer in areas like average click-to-ship time, cancellations, damaged products, or errors in shipping.

Monitoring Contact Center Performance

Manhattan Contact Center gives managers a purpose-built dashboard to monitor performance. Extensive analytics enable supervisors to filter and visualize essential metrics that provide deep insights into how the contact center is doing against key KPIs. This information can then be used to develop business strategies, enhance customer satisfaction and optimize operational efficiency.

• Strengthen contact center performance with an intuitive user experience that expedites and facilitates expert handling of customer inquiries.
• Enable CSRs to quickly access a customer’s omnichannel history and associated service tools from a single dashboard.
• Empower CSRs with tools that make it easy to address customer needs, allowing them to switch between orders, returns and cases seamlessly and quickly.
• Customize the user interface and workflow to meet business objectives with configurable extensibility tools.
• Leverage extensive performance analytics to continuously improve contact center performance.