Magazine Article | June 24, 2013

The New Role Of The Call Center In Omni-Channel Retail

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Matt Pillar

By Matt Pillar, senior executive editor, Innovative Retail Technologies

July 2013 Integrated Solutions For Retailers

As the touch points consumers engage on the path to the sale merge into one, the call center plays an increasingly pivotal role.

Call centers have been central to retail since the heyday of the mail order catalog. As retail goes increasingly digital and social, the role of the call center is changing but no less pivotal to the cross-channel retailer. We caught up with Andrew Alles, VP of sales for Global Response, to discuss call center trends in the new age of retail.