Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Industry Research : New Talkdesk Research Reveals the Trends to Watch in Retail CX

#contactcenterworld, @talkdesk

Talkdesk, Inc., a global cloud contact center provider for customer-obsessed companies, released a new Talkdesk Research™ report, The Future of Retail Customer Service: Interactive and Unified. The findings indicate that despite the current economic outlook, retailers are investing in customer experience (CX) tools to drive revenue (58%) and evolving their customer service approach to deliver more interactive, unified engagements. The report offers a view into the top industry priorities for customer service and addresses the roadblocks to delivering these experiences.

"For too long, many brands have deprioritized differentiation through service. What is promising to see is the pivot from cost reduction being a top consideration for CX investments. Instead, brands now understand the strategic importance of engaging service experiences as a way to drive growth and retention," said Shannon Flanagan, vice president of retail and consumer goods, Talkdesk. "While they’re committed to push beyond transactional and reactive customer service, their efforts are being stymied by talent and technology challenges. The latest Talkdesk Research highlights the shifts in priorities and demonstrates ways brands can reach their CX goals today."

Customer loyalty will be fostered by interactive engagement across channels

Although customer acquisition still ranks high in the list of desired outcomes, CX professionals across industries point to customer retention as the new North Star. To successfully drive shopper loyalty, brands must cultivate deeper relationships with customers, investing in channels that allow ongoing, interactive engagement.

- Two in five respondents plan to invest in video chat (41%) and voice-based, artificial intelligence (AI) virtual agents (39%). Nearly a third (31%) say they will invest in livestream video channels, such as YouTube, Tiktok, and Twitch for customer support.

- One in four retailers (24%) plan to deliver consistent, interactive engagement via next-generation channels like the metaverse and support augmented or virtual reality interactions within two years, while 12% say they are already doing it today.

A shortage in customer-facing staff calls for rethinking customer service enablement

Retail attrition rates have worsened as a result of the "Great Resignation." Survey participants cite this as the most significant hurdle to achieving their customer service ambitions. It is imperative, therefore, that retailers equip and empower staff to provide high-quality, engaging support to customers and connect that with meaningful career growth.

- A growing number of retailers are using nontraditional customer support channels. In fact, (35%) count brand ambassadors and influencers (29%) among the resources available to customers for handling questions and service inquiries.

- Consumers are already buying into this trend and more than a third (38%) of surveyed retailers say their customers prefer brand ambassadors and influencers to serve as their go-to resource for service and support.

Frictionless, personalized experiences depend on unified channels and analytics

Creating a connected, interactive, and unique customer journey requires fully integrating channels and bridging gaps in data collection and use. Notably, nine in 10 retailers (86%) describe their customer engagement channels as not fully integrated.

- Half of surveyed retailers currently collect data from emails or social media, with data collection from texting at a much smaller percentage (35%). Customer sentiment is only captured by 21%.

- A majority (57%) are not using any collected data to personalize future service interactions or marketing outreach, representing an unmined opportunity for making progress towards building both customer loyalty and the bottom line.


The Talkdesk Research quantitative online survey was conducted in October 2022 across 11 global markets including the U.S., Canada, Australia, Singapore, France, Germany, Italy, Spain, U.K., Brazil, and Mexico. Responses were collected from 303 CX professionals employed by retail and e-commerce organizations with more than 200 full-time employees. CX professionals represented leadership and management for customer service, CX operations, and contact center agents.

#contactcenterworld, @talkdesk

Posted by Veronica Silva Cusi, news correspondent

About Talkdesk:
Company LogoTalkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Thursday, December 15, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =