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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of UK contact centres, ContactBabel has identified four significant concerns and issues which are found in many retail & distribution customer contact operations:
- Improve call profitability
- Reduce cost per contact through automation
- Increase customer loyalty, especially for younger customers
- Compete successfully with other retailers.
This report quantifies the challenges that retail & distribution contact centres are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of customer service.
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In this Report
AI for Call Profitability
- Intelligent call routing
- Automated customer ID&V
- Optimising talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Reducing Cost Per Contact with Automation
- Customer channel usage and preference
- Analysing self-service failures and optimising digital contact
- Using chatbots more effectively
- Improving email resolution rates through intelligent automation
Maximising Loyalty and Handling the Competition
- Understanding younger customers’ preference for service
- AI for in-call cross-selling and upselling
- Use of sentiment analysis in-call and post-call
- Handling objections and competitor comparisons
- Proactive outbound service
- Generating actionable insights
