“US Contact Center Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US retail & distribution sector.


It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.


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Report contents


The general success of US online retailing can be seen by the fact that the overall number of agent positions in the sector is around 370,000, which is the third-largest sector after finance and outsourcing, accounting for around 11% of agent positions.


The importance of email to the retail and distribution sector is considerable, with most recent years seeing between 20% and 30% of inbound interactions through this medium, with web chat also considerably above average within this vertical market.


  • Market Sizing & Structure
  • Growth
  • The Use and Effect of Omnichannel
  • Inbound & Outbound Activity
  • Technology
  • Salaries
  • Agent Attrition
  • Agent Absence
  • Agent Activity / Talk-time
  • Call Duration
  • Speed to Answer


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