Contact Centers

Consumer Experience: Adding a Human Touch to a Digitally Dominated Field
March 28, 2019 at 11:42 am

Digitization is occurring at such a rapid pace that many industries are finding it hard to keep up with how quickly customers are adopting new technologies. The retail industry is no exception. The question retailers must face is how can they keep up with the trend of an ever-evolving technology landscape, while still providing customers…

Is Your Customer Support Team Ready for the Holidays?
November 29, 2018 at 11:09 am

The National Retail Federation has predicted that holiday sales this year will increase between 4.3 and 4.8 percent over the 2017 holiday season. Deloitte's annual retail sales forecast was even more positive, putting the figure at 5.6 percent. This means retailers are looking at between $717 billion and $1.1 trillion in sales this holiday season.…

AI Chatbot Helps TechStyle Save More Than $1M
September 10, 2018 at 1:05 pm

By implementing a self-service artificial intelligence (AI) chatbot solution, TechStyle Fashion Group (parent company of JustFab, Fabletics, ShoeDazzle) saved more than $1 million and was able to reduce the overall number of calls to its contact centers for transactional and traditionally self-service issues. In addition, the chatbot’s proactive, context-inclusive handoff of more complex chat sessions to live agents…

Closing the CX Expectations Gap
May 15, 2018 at 10:36 am

Digitization is occurring at such a rapid pace that many industries are finding it hard to keep up with how quickly customers are adopting new technologies. The retail industry is no exception. The question retailers must face is how can they keep up with the trend of an ever-evolving technology landscape, while still providing customers […]

Why Retailers Need an Omnichannel Support Strategy Next Holiday Season
March 1, 2018 at 6:00 pm

With the busiest retail season of the year behind us, it’s the perfect time to assess performance and reflect on opportunities to improve and ensure an even more successful holiday season in 2018. The holidays always bring with them the highest ticket volume, as customers reach out to businesses with a flurry of questions around returns, password…

This Holiday Season, Give the Gift of Customer Service
December 18, 2017 at 6:01 pm

For consumers, the most wonderful time of the year is here. For retailers, it’s the busiest time — and customer service plays a vital role in the sales process. Contact centers are the backbone of any customer service strategy, and this is never more important than during the holiday season. Having an effective contact center…

How Technology is Evolving Call-Center Agents’ Jobs
December 7, 2017 at 5:24 pm

The holiday shopping season is upon us, and its year-over-year transformation cannot be overstated. Twenty years ago, the ramp up to Black Friday looked vastly different than it does today — Cyber Monday didn’t even exist! — and that's entirely due to the ever-evolving technologies that are shaping our digital landscape and market demands. For…

Keep Your Return Policy Focused on Customers This Peak Season
December 6, 2016 at 11:12 am

Online sales continue to grow as a proportion of overall retail sales, and returns are growing at an even faster rate. With the holiday peak season upon us, retailers will need to focus more than ever on handling returns in ways that avoid alienating their customers — and consequently losing future sales. Given the rising…

Creating Omnichannel Customer Service Excellence
January 4, 2016 at 10:33 am

My previous post outlined how consumer behaviors are changing and technology is creating new expectations. While these should be welcome developments, they're posing major challenges to retailers. That post also explained why an omnichannel-enabled contact center is a critical part of the solution. In this article, I detail how omnichannel will help retailers positively impact both…