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Smart Service at Scale: How Contact Center Intelligence is Powering the Next Era of Retail
Published
From Total Retail
Retailers are increasingly turning to contact center intelligence to meet growing customer expectations while maintaining operational efficiency. In this article, TTEC Digital's Robert Wakefield-Carl outlines how technologies like AI-powered agent assist, real-time analytics, and guided workflows are reshaping the customer service landscape.
As retail evolves, smart service at scale is becoming a strategic advantage, enabling brands to deliver personalized, empathetic experiences without compromising speed or consistency. The piece highlights the shift from reactive support to proactive engagement, emphasizing the role of clean data, flexible architecture, and agent empowerment.
“In a retail world that demands both scale and empathy, contact center intelligence is what makes smart service possible. It empowers agents, streamlines operations, and transforms everyday interactions into lasting loyalty.”Robert Wakefield-Carl, Senior Director of Innovation Architects, TTEC Digital