Retail contact centre: cost centre or profit centre? Increasingly, retailers are treating their contact centres as sources of growth. Today’s customers—and not just the millennial generation—regard talking to a human as a last resort. They want to self-serve with a mobile app. Reply in natural language to a chatbot. Switch devices multiple times in the same interaction path, and expect you to keep up without forgetting who they are. They’re relaxed about your custodianship of their personal data—as long as you treat it with respect, and use it for the right purpose. Which is to help them get things done easier. In this ebook, you’ll get five key trends of the contact centre as it moves from necessary expense to driver of revenue.