Mail Sorting and the Customer Experience

The mail center is often viewed as a behind-the-scenes operation, rarely receiving the attention it deserves. Team members are classified as administrative support staff responsible for handling incoming and outgoing mail.

However, the role of the mail center is evolving. It is a touchpoint for customer engagement and brand communication. Corporate brand ambassadors are typically employees interacting directly with customers through sales or customer service. However, the idea of a brand ambassador extends far beyond those roles.

A brand ambassador is anyone who can positively influence an organization’s image, including the mail team. The first step in transforming the mail center staff into brand ambassadors is understanding that their work impacts internal and external stakeholders … (click to read more)