This report highlights proprietary research from summer 2021 on what’s in store for the next generation of contact centers in retail.
Example findings in this research report include:
- 89% of retail CX professionals say their agents are expected to be better versed on their brand’s stance on social issues compared to a year ago.
- 86% of retail CX professionals anticipate that customer relationship growth will be part of agent KPIs within the next five years.
- 54% of retail CX professionals cite improving customer loyalty as a top CX-related business priority.
- 42% of retail CX professionals equally cite 1) consistently engaging across channels, 2) lack of capacity, and 3) effectively tailoring interactions as the top challenges agents face today.
Additionally, we explore:
- How CX professionals are grappling with customer expectations for more personalized service.
- Where contact centers are prioritizing investment today.
- How AI can play a role in both complementing and enabling agents to better meet customer needs.
- And more…
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