Building empathy into retail contact centers
By Hexaware-Technologies
The retail sector is central to any nation’s economy. But it is changing as consumers accelerate their move to online shopping, causing major problems for bricks and mortar retailers.
The move online is not a zero-sum game. Retailers are faced with extra costs such as delivery and, crucially, returns. Manufacturers have to endure greater competition in the major marketplaces of Amazon and Alibaba, competition which inevitably erodes already thin profit margins…