Using case below and complete the following sections for the specialized contact centre:

a) Functionality: What is the mandate for this centre? What does this centre do? For whom? Explain the benefit of this new centre over what exists today.

ARTICLE OR REFERENCE:

it a new call center called walmart CCC:

We would propose to name it Walmart CCC (Walmart Customer Care Center). With its new management and name, this will be a version where consumers' feedback will be the topmost priority. It will be available to answer customers' concerns readily. We are going to attach how the new specifications of my proposed contact centre:

• 24/7 customer service availability- this function will give credit to satisfaction, especially that inquiries and other relative concerns are answered as soon as possible. This will also enable the customer to feel like they are treated primely because all of the issues are addressed quickly. Who would never want to demand an immediate answer for such concerns?
• No extra ads attached- sometimes ad traffic is what pisses people off. This will cause them a lot of time viewing advertisements that appeared not to be somehow useful since the primary purpose of this new contact center is relatively fast servicing without any online activities.
• Easy to use and access- does not mean that this contact center will be safe at all; there will be authentication codes to verify that the user is not a robot for safe signing inactivity. It also emphasizes that this new contact center will be easy to access, excluding the authentication, but without traffic, it needs identification or other information.
• The site will direct the logistics company; no customer will be hassled to do so- one of the biggest concerns is the hassle of contacting the logistics company by the customers themselves. The partnership between Walmart and the logistics company will be strictly (the operation as such) will be precisely done by the store thru this new contact center and the logistics partners.

Hiring the best customer service representative takes a lot of effort to do so. And costly. But, to provide the most satisfactory results upon making and upgrading the newly created platform for the company's contact center, hiring the most qualified and suited personnel will contribute a lot. To become a customer representative in Walmart CCC, one candidate must possess the ff requirements;

-Has prior knowledge and related experience with customer service jobs from the previous employer- this will be an advantage is Walmart CCC has to hire individuals with experience, given that no bad records with their former employer, with this, the company will not incur any more cost on the probation and training period as well as the following specifications will state to;

- Tech-savvy- being relatively familiar with the functions of the computer and other troubleshooting activities, this function will help the company to incur less time in training the newly hired employees.

- With good moral values given by the previous employer or as remarked by the school during college- probably the fundamental reason of all as to why we should hire these kinds of people to maintain a good reputation, especially that the site's primary reason for existence is to help deal with the problems that have occurred or may occur.

- Knows how to deal with angry/rude clients- this is somewhat related to the specification mentioned above, this is, in any case, or anyone who will be given a chance to work with Walmart CCC must display an excellent array to deal with any types of clients shortly. This will also, or the representatives' performance will impact either negatively or positively to the company.

- psychology graduate is optional, but business-related courses graduate will do- being able to have prior knowledge with the job description will consume less time to deal with the process. It is a staple (might probably) that the working environment is unfamiliar with those working inside it.

Multiple individual processes collectively contribute to a contact centre's success. We highlight 3 of the most effective processes that will be essential to us as a whole organization.

1- Complete onboarding/training for employees: Hiring the right employees that are the best fit for the contact centre structure is arguably one of the most critical steps. Proper onboarding processes can showcase your contact centre's high values while at the same time providing you with a pool of candidates that are aligned with your employment goals. However, once hiring is completed, it is crucial to provide employees with the required training, support and mentoring. The best strategy is to encourage employees to put themselves in customers' shoes when dealing with their complaints. It is essential to show them that each customer's call and concerns are a unique opportunity to better themselves as a customer care agent and hone their skills rather than facing it as a burden to their goals.

2- Effective engagement and regular communication with employees:Employees like to feel valued and have a purpose within the organization. Employee engagement activities such as brainstorming sessions, Q/A sessions, team meetings, etc., can serve toward that goal and, as a result, keep your agents sharp and ready to handle customer complaints. Effective engagement can increase morale and motivate employees to perform at the highest level of customer satisfaction. It is also critical to make them feel comfortable to raise any comments or concerns they might have. Your employees are first hand dealing with customer needs and complaints. Therefore the best way to maintain a healthy customer relationship and improve is to include employees and hear their suggestions before implementing any change. Providing incentives for meeting performance goals and exceeding them can also motivate employees and help the contact centre keep customers happy. Lastly, regular quality listening can improve your contact centre's operational success rate as it enables you to give constructive criticism and specific feedback to your agents.

3- Appropriate scheduling and balanced workflow: One of the most overlooked processes in a contact centre's success is proper scheduling. That includes ensuring employees have adequate downtime to recharge and provide all customers with complete focus and dedication. Many factors determine the schedule, including peak and low hours, employee ability and availability, etc. The focus should be more on quality rather than the number of available agents. Another primary process that can make or break a contact centre is the workflow and available workers. Before deciding on how many employees to hire, you should gather required data that affects your workforce, such as call volume, LDQ (most extended delay in the Queue), ASA (Average Speed of Answer) and SL (Service level). Next, a thorough analysis of the data should be performed to determine the balanced workflow for the proper labour force size. As a result, statistically forecasted information and balanced work schedules can help a contact centre thrive and be the standard quality measure in the industry.

By looking at the new centre, the three core technologies that we believe is essential that could lead us to success are

1. The Automated Checkout Cart: This is a core technology essential to help Walmart achieve financial success for their new center. The automated checkout cart has incredible features to improve customers' shopping experience and save lots of time. There are built-in sensors inside the shopping cart that can automatically scan an item once placed inside the cart. The item scanned will be shown on the small monitor in the middle of the cart handle. The monitor will show the price of the product, other things, and the total bill on the right-hand side. The benefit of this technology will improve customers' shopping habits and enhance the customer service experience. Customers don't have to wait in line to pay for their items. Instead, they can pay by instantly tapping their debit/credit card on the right-hand side. The second benefit is product tracking; the scanners will obtain real-time information about products kept in the cart and the ones being taken out. This will improve tracking inventory by allowing the management to know which product needs to stock immediately. It will give customers more options based on how they would like to shop. They have the opportunity for self-checkout, taking assistance from the cashier, or the auto-mated checkout cart. As per COVID-19, the automated checkout cart can help keep everyone safe and protected. It will also decrease the spread of the virus when there are fewer individuals involved in checkout.

1. Two-way QR codes: Another reason QR codes will be the core essential for Walmart is by allowing the customers to scan the code available through their phone and gather the necessary information about the products such as ingredients, measurements, how to use the product etc. This can also recommend similar products. On a financial note, it can reduce advertising expenses because there is no need to spend a great deal of money on paper advertisement and another unnecessary cost as the QR codes will lead the customer to a page where all the product information will be available. QR codes can also showcase the number of items that product was scanned, letting Walmart know which products are being researched more than other products. It can help organize which inventory should be ordered more or less based on the results

1. AI Support: A reason why Artificial Intelligence support will be crucial for Walmart is because of COVID-19. In recent times, people have been afraid to go outside due to the pandemic. The AI support would help the customer feel safer when coming into the store and not worry a lot about interacting. Their support can also help customers find what they are looking for and tell them the exact location of the products and whether the products are currently in stock. Another feature would be, showing the best route possible for the customer to take based on what they are looking for and even suggesting similar products. The suggestion can help Walmart financially as they have a variety of products available. It can also be very beneficial for customers as it can save them time by not having to browse around for items they might not want or need.