Today’s retail contact center agents engage across digital, phone, email, and social channels – solving everything from technical issues to detailed product questions. When customers contact support they have likely attempted to resolve their problems through other channels, so the contact center is their final option. This is a high-stakes moment, where organizations can create customer loyalty and identify broader problems to resolve.
Retail Contact Center Experience allows retailers to activate a traditional cost center, enabling agents to recover customers, learn from specific customer feedback, and route broader issues to departments that can solve them. With Retail Contact Center Experience brands improve customer retention, drive higher agent engagement, and reduce call volume.
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