Redefining the role of the retail contact center

A successful retail business requires every function to contribute to overall profitability and revenue growth. Traditionally, operations such as the contact center have focused on efficiently resolving issues and processing orders that could impact customer satisfaction and loyalty. However, the enterprise is evolving and increasingly, contact centers are transforming from a cost center to a profit center.

This report from CX Network and Talkdesk explores how artificial intelligence (AI) is enabling this significant shift and empowering contact center teams and their managers to leverage AI and discover the value that lies in customer data.

With input from CX practitioners at Majid Al Futtaim, Tuft & Needle, Verizon, Zumiez and Talkdesk, this report explains how organizations are progressing their transformation strategies, while offering insights on harnessing the latest innovations to unleash profit and redefine the role of the contact center.

Download this report to discover:

• Why organizations are upskilling their contact center agents for a new professional purpose
• The ethical considerations practitioners must make when expanding the service center
• Which qualitative KPIs major brands use when redefining the role of their contact centers