ResultsCX, a customer experience partner to Fortune-100 and 500 companies, said today that call volume spotlight metrics for its retail industry increased by 69 percent in 2020.
The COVID-19 pandemic has fueled the growth of e-commerce and order volume.
“We’ve known for several months now that certain sectors such as retail were seeing a significant lift in online sales and increased contact volumes across some call types,” said Jeanne Vest, ResultsCX Vice President of Marketing. “Our data metrics now offer a glimpse into just how much of an impact we saw in 2020, as well as a better understanding of what’s needed to properly resolve customer needs and protect brand loyalty in a time of flux.”
The COVID-19 pandemic has disrupted the way brands handle contact center operations. ResultsCX works with brand partners and leverages AI and bot technology to transition part or an entire CX operation to home-based agents without disrupting customer engagement levels.