Customer Service
For the e-commerce world, Q1 is a time when a lot of things bought as new go back on the shelves. Just as the last half of every year is full of frenzied retailers preparing for and navigating the holiday shopping season, the beginning of a new year almost always marks a decrease in salesโฆ
Over the past year, retailers experienced a fair amount of turmoil, from inflation and supply chain issues to a labor shortage and more. In 2023, the pendulum may once again swing, throwing up even more roadblocks as a potential recession may pressure retailers to reassess their labor allocations and cut already-thin workforces to reduce costs.โฆ
In 2022, 69 percent of Americans shopped online, and 25 percent of Americans shop online at least once per month. It's estimated that digital spending grew by about 6.1 percent in 2022 compared to the year prior. The most recent data shows consumer spending rising this past holiday season as well, a positive sign for theโฆ
Today, many consumers are struggling financially on some level. This is forcing retailers to keep "share of wallet" top of mind. However, staffing shortages in stores, back offices, and contact centers are giving retailers a run for the money, thwarting efforts to provide exceptional customer experiences. Verint conducted an online survey of 2,000 U.S. consumersโฆ
Variability and change across the retail industry, including smaller margins and rampant inflation, are leading retailers to continually look for ways to elevate customer experience. Consumers, like brands, are experiencing higher costs of living and tightening their budgets in response. As a result, itโs becoming increasingly important for brands to differentiate themselves from the competitionโฆ
The combination of ongoing global inflation, economic uncertainty, and supply chain woes create a potentially mixed bag for the retail industry in 2023. How will this environment affect consumer behavior and spending? A recent Deloitte survey revealed that shoppers plan to spend most of their budgets in online channels. This finding echoes McKinseyโs holiday prospectus,โฆ
With economic uncertainty and the ongoing pandemic, many people โ including retailers โ were ready to leave 2022 to the history books. Looking ahead to this new year, retail trends that surged during the pandemic, like the rise of e-commerce, will continue. Recovery from the disruption caused by the pandemic will force retailers to getโฆ
Omnichannel shoppingโs rise in popularity is causing customer behavior to shift rapidly. Customers are engaging at more touchpoints and expecting more from their interactions, with 73 percent of shoppers regularly using multiple channels whenever they shop. Retailers successfully engaging shoppers across the spectrum will find themselves far ahead of the competition. The shift towards aโฆ
With unprecedented worker shortages coupled with a surplus of inventory, retailers are bracing for a challenging start to the new year. While Black Friday discounts (that seem to creep earlier and earlier before Thanksgiving every year) incentivize consumers to a certain extent, many retailers are finding themselves strapped for customer service and sales staff โโฆ
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.โฆ