Glasses.com, an online retailer of prescription and non-prescription glasses and sunglasses, recently unveiled a new brand identity that further pushes their mission to change the way the world sees glasses. Glasses.com prides itself on being a customer-centric company. A key goal for the new roll-out is to alter the thinking around glasses from a medical utility to a style accessory that you update seasonally. They’ve created call center strategies to support the company’s rebranding and new vision, and their customer service team engages with customers to promote the idea that “style has no prescription”.

The company uses an intense training process to help customers find eyewear that truly reflects who they are. And in 2014, 30% of revenue was driven by the call center. This presentation will cover the following:

• Create a customer service vision
• Build an effective call center team
• Training objectives and techniques that drive sales/e-commerce