Customer Service Reps
April 9, 2024 at 9:01 am
The end-of-year holiday season brings an extra layer of stress to the retail industry contact center agent’s work, and even if that stress diminishes after Christmas Day, the reprieve is short. Christmas quickly becomes New Year’s, then Valentine’s Day, Easter, Mother’s Day and Father’s Day, and so on. In our consumer-driven culture, the “holiday sale”…
April 3, 2024 at 6:52 pm
In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Shannon Flanagan, vice president and general manager of retail and consumer goods at Talkdesk, a global cloud contact center leader for enterprises of all sizes. Listen in as Flanagan discusses her experience in the industry (0:45), her career journey to Talkdesk and the…
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…
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…
October 12, 2023 at 3:39 pm
Customer service has crossed a threshold thanks to the rapid ascent of generative artificial intelligence. Retailers can tap the powers of generative AI to automate internal and external customer service processes, improve and personalize experiences, and elevate problem-solving. However, integrating generative AI into customer service processes requires careful planning and implementation. Decision-makers must develop a…
July 19, 2023 at 4:35 pm
Generative artificial intelligence isn't a trend, but rather a profound global paradigm shift in the conversational universe. The more than 100 million Open AI users signifies a record-breaking adoption rate in the tech industry. AI experts agree that while this isn't a technological revolution in its own right, it’s definitely an adoption one. For the…
June 15, 2023 at 11:46 am
While artificial intelligence has made significant advancements this past year with new apps such as ChatGPT and Jasper, the reality is that human interactions still cannot be directly replicated through technology. An overreliance on chatbots to replace humans is a potential pitfall for many retailers. Sure, the addition of AI and virtual agents is extremely helpful in…
June 6, 2023 at 9:49 am
The retail industry’s commitment to artificial intelligence (AI) is unmatched, surpassing all industries except finance. According to the International Data Corporation (IDC), a staggering $300 billion investment in AI is anticipated by 2026. This influx of resources promises to augment the relationship between humans and machines, delivering immense advantages to brands and consumers. There's a…
June 1, 2023 at 5:20 pm
Whether online shopping or trying to get answers about an insurance billing question, customers have likely gotten assistance from a new source: artificial intelligence (AI). One study showed that 88 percent of customers had an interaction with a chatbot in 2022, with an estimated 1.5 billion people using chatbots around the world. With the global…
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,…
