Retail customer support automation Two lists, and the reasoning behind each. Retail customer support automation: what to automate, what to keep human, and how to sequence it over twelve months. 69%Would accept fully automated service if it resolved the issue (Verint, 2026) 79%Would switch to a competitor after one bad experience, from the same survey […]
WISMO volume The statistic everyone quotes does not exist. How to measure your own WISMO volume in a week, and how to remove it rather than deflect it. 0Published studies found behind the widely quoted 40 to 60% figure 67%Of online shoppers hit a delivery problem in a three-month window (Descartes) 4Dispositions and one week […]
Retail returns season A support event with a predictable date, a predictable volume and a predictable shape. The retail returns season lands in the month support teams are smallest. $849.9bnReturned to US retailers in 2025, 15.8% of annual sales (NRF) 19.3%Of online sales came back, against 15.8% across all channels 9%Of all returns were fraudulent, […]
Retail cost per contact Nine cost lines, not five. Rebuilding the in-house retail cost per contact from public data, then setting it honestly against a vendor quote. $21.53Median US customer service representative wage, May 2025 (BLS) 45.6%Benefits uplift on wages for this occupation group (BLS, June 2026) $6.98True cost per contact in the worked example […]
Retail customer service outsourcing The prices, the SLAs vendors prefer you skip, and three times not to outsource at all. A retail customer service outsourcing guide written to be more useful than the ones already ranking. $29.40-42Published 2026 US rate per agent hour, against $7 to $16 in Asia ~$4Industry average per resolution, in a […]
