Contact Centers

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…

3 Ways the Cloud is Transforming Retail Contact Centers — in Time for the Busiest Season
December 16, 2021 at 5:51 pm

Some of retail’s busiest days are coming up fast, and contact centers everywhere are going to be stretched to their breaking point as shoppers log on and call in to ask about offers, seek recommendations, chase packages, and organize returns. Whether it’s Black Friday, Cyber Monday or the first day of January sales, the contact…

Retail Call Centers Get Smart With Intelligent Automation
October 26, 2021 at 12:12 pm

There’s a common misconception that technology in general and artificial intelligence (AI) in particular will disrupt retail customer service the same way it disrupted manufacturing. Fear not. Technology is certainly contributing to contact center evolution, but uniquely human traits like empathy and situational dexterity are so central to the customer experience that robots will never…

The Modern Contact Center: Minimizing the Pandemic's Economic Impact With Advanced Technology
August 3, 2021 at 10:28 pm

The arrival of COVID-19 in early 2020 posed serious challenges for many contact center operations. Safety concerns forced organizations to limit staffing in their physical call centers. Some shut down, some managed to reduce shift sizes or distance operators from one another by repurposing additional space, and others sent agents home to work remotely. While…

Retailers Improving the E-Commerce Shopping Experience Through Resolutions-Focused Customer Service
February 15, 2021 at 8:16 pm

Many national retailers began announcing their 2020 holiday season plans and shopping promotions much earlier than in years past. The holiday shopping season was particularly different considering the COVID-19-induced drastic shift from a traditional brick-and-mortar shopping experience to an even more robust online environment. While stores ponder their physical store operations, retailers understand that 2021…

Retail Call Centers: Improving Efficiency and Productivity
July 6, 2020 at 4:46 pm

Retail call centers are an important step in many customer journeys, and for online customers they may be the only human interaction with the brand. Retailers have multiple ways to operate to fulfill the customer need. Should they be in-house or outsourced? Offshore or home-based? How do you expand capacity for business peaks? Whatever route…