Total Retail Tech Insights
Total Retail Tech Insights was created as a resource for executives in the retail industry who seek information and solutions for their technology wants and needs. Through brief but in-depth interviews with subject matter experts and industry thought leaders, listeners take away actionable information and practical advice to help drive their technology road maps. From idea to implementation, Total Retail Tech Insights is the content retail executives need to optimize their use of technology throughout their organizations.
Talkdesk Exec: 'Treat Contact Center Agents as Brand Ambassadors'

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Shannon Flanagan, vice president and general manager of retail and consumer goods at Talkdesk, a global cloud contact center leader for enterprises of all sizes. Listen in as Flanagan discusses her experience in the industry (0:45), her career journey to Talkdesk and the company's offerings (2:20), the importance of the service side of retail (3:55), and turning a customer experience from negative to positive (4:55). She discusses challenges around effective customer service (5:55) and brand mindset shift when it comes to customer service (8:05).

In addition, Flanagan discusses the influence of artificial intelligence (AI) in customer service (9:40), Talkdesk's products (10:55), how its clients are integrating AI into their businesses (12:30), and the ethical usage of AI (14:35). Lastly, she summarizes critical takeaways from the discussion.

This episode was recorded at Shoptalk Spring 2024 in Las Vegas.

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