1. Shopper & Customer

Talkdesk Exec: ‘Treat Contact Center Agents as Brand Ambassadors’

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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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