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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 centers, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of US contact centers, ContactBabel has identified five significant concerns and issues which are found in many retail & distribution customer contact operations:
- Reduce cost per call
- Improve first-contact resolution rates
- Improve customer loyalty with younger customers
- Increase self-service and reduce unnecessary calls
- Compete successfully with other retailers.
This report quantifies the challenges that retail & distribution contact centers 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
Reduce Cost Per Call with AI
- Intelligent call routing
- Optimizing talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Improve First-Contact Resolution Rates
- Use of analysis for identifying common issues requiring call-backs
- Intelligent routing for the right agent, first time
- AI-enabled agent assistance
- AI for quality control and compliance
Improve Self-Service & Reduce Unnecessary Calls
- Customer channel usage and preference
- Analyzing self-service failures and optimizing digital contact
- Using chatbots and voicebots more effectively
- Improving email resolution rates through intelligent automation
Competing Successfully & Growing Loyalty
- AI for in-call personalization, cross-selling and upselling
- In-call and post-call sentiment analysis for actionable insight
- Predicting what the customer wants, and proactively delivering it
- AI-enabled agent assistance for positive outcomes
- Providing a single view of the customer across channels
