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Elena Tsikhanovich
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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.
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Today's Tip of the Day - Start From The Top

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

Published: Thursday, December 15, 2022

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2024 Buyers Guide Dialer Solutions

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.


Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

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