Do you rue? 24-7 Intouch & rue21 Present Innovating the Agent Experience at SOCAPAC14

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Do you rue? 24-7 Intouch & rue21 Present Innovating the Agent Experience at SOCAPAC14

WINNIPEG, Manitoba. October 17, 2014 – Matt Wheatley, VP of Customer Experienceat 24-7 Intouch, and Lori Gillin, Senior Director, Store Operations at rue21, will host an interactive session titled,“The Innovative Agent Experience: How rue21 Drives Customer Loyalty,” at the SOCAP International 2014 Annual Conference. The speaking session takes place Monday, October 27 from 11:00 A.M. to 12:15 P.M. The conference runs October 26-29 at The Broadmoor in Colorado Springs, CO.

The session will focus on strategies that have resulted in complete brand alignment and consistency through every experience touch point. Creating a transparent brand experience requires an obsession to create a memorable experience on every customer interaction. We will talk about some transformational approaches in specific areas including brand ambassador training, coaching, and recognition that have created complete brand alignment for rue 21. There will also be a group breakout activity.
“The rue21 customer and associate embody the age that everyone wants to be…21! Our spirit and style fits those looking for fashion that is modern, trendy, and affordable,” said Gillin. “We want our agent environment to embody that same spirit and have found that creating a unique experience for our agents is a crucial ingredient in maintaining an effective, consistent customer experience.”

“The agent experience also includes the support they receive to feel empowered to succeed,” said Wheatley. “Providing the right tools and ongoing coaching to agents enforces aligned support across all customer touch points, which will increase engagement, issue resolution and customer lifetime loyalty.”

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About 24-7 Intouch
24-7 Intouch is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. Using the most advanced technology, comprehensive insights, and brand specialists for each account, 24-7 Intouch is able to provide a multichannel approach, via voice, live chat, e-mail and social media management. This customizable, customer care method allows clients to utilize business insights to deliver lifetime customer loyalty and increase incremental revenue. With over 13 years of experience, the 24-7 Intouch team takes pride in creating a top to bottom brand alignment for clients to create the ideal customer experience.

The company continues to grow to accommodate the needs of new and existing clients. They currently operate offices in Canada, USA, Guatemala, and India.

About rue21
rue21, headquartered in Warrendale, PA, is a leading specialty retailer offering exclusive branded merchandise and the newest trends at a great value. rue21 currently operates 1100 stores in 47 states and on its website, Learn more at

About SOCAP International
Founded in 1973, the Society of Consumer Affairs Professionals in Business (SOCAP International)represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. The Association’s members include vice presidents, directors, managers and supervisors of customer care and consumer affairs from top Fortune/Forbes 1000 companies as well as hundreds of business partner organizations. SOCAP provides the educational tools and professional resources to help its members drive business transformation within their companies. Additionally, SOCAP’s exclusive network gives members access to thousands of customer care experts across the globe.

Media Contact:
24-7 Intouch
Alyssa Pitura
Manager, Marketing Communications
204-318-3019 | @247intouch

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