Contact Centers

Mastering the Post-Holiday Season Rush: Strategies for Retail Businesses to Excel
February 26, 2024 at 10:45 am

The months after the holiday season can be chaotic due to a flurry of returns, accompanied with the pressure to meet new sales goals and start the year off strong. This year, retailers anticipate an approximate $25 billion in fraudulent return claims, representing approximately 16.5 percent of the total returns during this period. For retailers…

How Retailers Can Handle Increased Customer Service Demand During Holidays
December 18, 2023 at 11:49 am

'Tis the season to start shopping. For retailers, this means delivering stellar customer service at every step of the customer journey. Salesforce data shows that 94 percent of consumers say good service makes them more likely to buy again while 80 percent will abandon a brand after three bad experiences. But rather than wait for the “three strikes…

ChatGPT Won’t Replace Retail Customer Service Agents
May 23, 2023 at 4:35 pm

Ever since ChatGPT was released near the end of 2022, organizations and decision makers have been scrambling to figure out how they can use the new generation of artificial intelligence (AI) technology to work better, faster and more effectively. Customer service delivery is no exception. It really does feel like a breakthrough moment for technology,…

Top 6 Contact Center Analytics to Improve the Customer Experience
January 5, 2023 at 2:05 pm

Contact center analytics are vital to improving the retail customer experience. As data flows in, customer experience leaders are flooded with information that can be hard to understand. For businesses to move forward, there are six essential contact center analytics they must efficiently collect, understand, and use to improve operations and the customer experience. 1.…

AI Brings Holiday Joy to the Retail Contact Center
December 22, 2022 at 4:24 pm

While the holidays are a joyous season for most of us, they can feel like a lump of coal for retail contact center agents. Between Black Friday, Cyber Monday, and the Christmas rush, retail contact centers are bombarded with calls from customers making returns, asking questions about products, or not-so-politely complaining. This spike in volume…

How Retailers Can Use Conversational AI to Drive Positive CX This Holiday Season and Beyond
December 7, 2022 at 10:02 am

According to Mastercard SpendingPulse, in-store sales are anticipated to increase 7.9 percent this holiday shopping season, with an estimated 4.2 percent increase in online sales. A survey by Deloitte predicts an even stronger e-commerce increase of between 12.8 percent and 14.3 percent. This growth points to an expected increase in shoppers contacting retailers for different…

Turning Returns Into Opportunities
June 1, 2022 at 11:06 am

While the explosive growth of digital shopping in 2020 led to more sales, it also caused a spike in returns as shoppers discovered some of their online purchases didn’t fit, were defective, or failed to meet expectations. For most retailers, an influx of returns expose costly operational weaknesses for processing returns, as well as untapped…

Cloud Contact Center Migration Guide for Retailers
April 12, 2022

Over the last few years, retailers have grappled with legacy on-premises software that does not equip them to meet today’s customers’ expectations, limiting their ability to scale quickly, adopt maturing AI products, and deploy representatives remotely. In a recent study, Talkdesk Research™ found that 62% of retail customer experience (CX) professionals agree that legacy contact center technology is limiting their ability to improve customer experience

Is Your Contact Center an Overlooked Brand Opportunity? Your Customers Say 'Yes'
February 17, 2022 at 9:24 am

With brick-and-mortar retailers continuing their shift towards e-commerce and digital interactions, the contact center has become the most prevalent customer touchpoint and the de facto face of many retail brands. By not utilizing the latest generation of contact center solutions — with purpose-built capabilities including practical artificial intelligence (AI) and machining learning applications — to…

How to Amplify 2022 Retail Operations With an AI-Powered Workforce
January 31, 2022 at 11:53 am

Off the heels of the busy holiday season, digital consumers are continuing to rewrite the rules of retail in 2022. To keep up with evolving demands, the industry will see the rise of a “digital workforce.” A digital workforce is powered by artificial intelligence (AI) and can work alongside retailers’ sales and service reps to…