5 Strategies to Drive Great CX During Q4
Who doesn’t enjoy the end-of-year buying jungle? For shoppers, the chance to take advantage of new products, whether sold in-store or online, is both challenging and fulfilling. But, the same cannot be said for the individuals tasked to support what is always a sharp spike in enquiries during this period. For those running captive contact […]
ResQ Develops Forward-looking CX Blueprint for Ex-Retail Properties
The decision by UK-based outsourcer ResQ to set up shop in a former retail operation for CX delivery is intriguing. Clearly, there is a great deal of commercial real estate currently on the market as former retailers rationalize their stock of property. Moreover, this coincides with many contact center agents seeking a return to bricks-and-mortar […]
BPOs Must Attack E-Commerce CX Opportunity
There comes a time in every industry’s existence where it becomes so large and unwieldy that it splits off into subsections. This is nothing new. It has been seen time and time again in modern commercial life. In the case of how consumers purchase goods and services, the push away from traditional retailers toward more […]
Can Contact Centers Save America’s Malls?
The global retail shakeout continues, and shopping malls in the US are not immune to this trend. Ryan Strategic Advisory research analyst Sean Goforth assesses the impact of contact center occupancy in these once powerful shopping behemoths. The mall rats of the ‘90s may not have grown up, but they have moved on. In their […]
Retail is Changing and Front-Office BPO Needs to be Ready
Change is a constant in life, and resistance is futile. This is certainly the case in the domain of commercial enterprise. With the advent of so many technological developments the past two decades, every sector has been forced to evolve to adapting consumer patterns. This has been pronounced in retail, where long-established players are facing […]