US Contact Center Verticals: Retail & Distribution Guide

Today, we are seeing incredible advancements in contact center technologies. Now more than ever, customers expect personalized service across channels. Phone calls are important for customer interactions - but as the digital channels continue to evolve, chatbots, virtual assistants and other emerging technologies are now considered the standard for modern customer experiences.

CCaaS 3.0 represents a seismic shift in Contact Center operations, addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with the changing human interaction landscape. 

This report provides an objective look at the structure, growth, technology, HR, and commercial issues surrounding contact centers within the US retail and distribution sector.

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Frequently Asked Questions

The growth of online retailing has had a dual effect on retail contact centers. Whereas there has been an influx of new entrants, the vast majority of these do not have substantial contact centers (if any contact center at all, with some preferring to outsource). 

Traditional mail-order retailers, which historically have had some of the largest contact center operations, have moved to an online-first model, reducing their overhead. A few online retailers have supported their web operations with substantial telephony or digital support, but the main effect is to have moved retail customer service away from telephony and onto self-service. 

The use of proactive measures (emails, calls or SMS about delivery status or the start of a sale) reduces inbound calls and improves customer satisfaction, and is something that is increasingly seen amongst online retail customer service. 

The distribution sub-sector has embraced the online self-service world, with many companies offering customers the chance to track their packages online, and to book collections too. With such a heavily- automated back office system in place, it makes sense to extend this as fully as possible to the customer-facing operations, providing customers with the same information as an agent. 

CCaaS 3.0 represents a seismic shift in Contact Center operations, addressing long-standing design flaws and conventional thinking that we have failed to evolve in parallel with the changing human interaction landscape.

CCaaS 3.0 is predictive, contextual, conversational CX that modernizes your contact center and empowers customers to authenticate, pay, and share media directly from their smartphone devices for a more seamless and contextual customer experience. 

To learn more about transcending omnichannel with CCaaS 3.0, contact UJET today! 

The greatest technological expectation for retail customer service – and expectation should not be confused with what the reality is likely to be – comes from AI, web chat and interaction analytics. 

As the average size of the retail contact center continues to grow, the retail sector also shows a particular interest in implementing gamification and increasing its workforce management capabilities. 

In line with many other vertical markets, there is significant interest in implementing interaction analytics, in order to give greater insight into the customer and to assist the agent with cross-selling and upselling opportunities within the call

With the retail customer service industry in the midst of a transformation, the need for exceptional customer service continues to grow. 

The information in this guide has been carefully selected to provide you with practical, useful knowledge to stay on top of industry trends, help you make the right decisions for supporting and growing your business, and take a look at how UJET will help get you there.