For better or worse, call centers are often retailers’ public face. Customer service can make a stronger impression on consumers than other important factors like price, selection or location. The latest Call Center Tracker examines how true this is for other industries and whether consumers prefer interacting with humans or virtual assistants — and how much it should matter for the future.  Read More...

Macy’s is collaborating with Miracle-Gro and DICK’S Sporting Goods for outdoor-themed STORY experiences, and Kohl’s is taking Amazon returns at 1,100 locations. Why is Macy’s teaming up with another retailer as well as an outdoor brand, and why is Kohl’s serving as a drop-off spot for Amazon? Read this week’s Retail Pulse to find out.  Read More...

Enhancing The Customer Experience With Call Center AI

Call centers are beginning to rely on artificial intelligence (AI) for greater insights to better service customers who want more personalization and to keep payment data safe from bad actors. Check the data showing how these facilities are innovating with authentication methods as well as fraud protection strategies, while maintaining a fast and seamless customer experience.  Read More...