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Why the contact centre’s biggest contribution to retail success is to drive contact online.
Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by ‘showrooms’ whose sole purpose would be to support the research phase of the shopping experience. Their prediction is at least part way to becoming true, with leading retailers from John Lewis to Burberry replacing stores with showrooms across the UK.
Could the same thing happen in contact centres? Instead of serving customers, could their new role be to help customers serve themselves?
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