The role of contact center leaders is elevated as product returns continue to grow.
In 2021, NRF reported that shoppers returned approximately $428 billion in merchandise, which accounted for 10.6% of total 2020 retail sales, mostly driven by online purchasing. 2022 has the same fate. Projections of e-commerce growth continue to rise, as evident with Deloitte’s projection that e-commerce holiday sales will grow 11% to 15%.
This ebook explains how contact center leaders can best manage and prevent returns by:
- Improving the self-service experience to enable customers to initiate their returns without the need for human-agent interaction.
- Streamlining the agent experience to minimize the cognitive burden of tasks, screens, and basic questions, so that they can focus on providing empathetic service and driving growth.
- Creating a feedback loop that tackles the root reasons of why customers are returning things in the first place.
