The payment is the moment a shopper’s intent turns into revenue, and in retail contact centers it’s also where customer trust is won or lost. Research cited in this eBook shows 55 percent of consumers will walk away, or consider it, after a single bad payment experience, and 69 percent of Americans have abandoned a transaction because of distrust. Five Mission-Critical Trends for Securing Customer Trust in Retail Contact Centers looks at how retail contact center payments are changing as shoppers move between store, website, app, social, and phone, and what that means for security, PCI DSS compliance, and loyalty.
Download the eBook to explore the five trends in detail: why the payment experience is the customer experience, how trust drives purchasing decisions, the shift to digital wallets, BNPL, and pay by bank, the rise of omnichannel payments and conversational AI, and why the human voice still matters for high-value purchases. You’ll also see how Vax reduced failed phone payments from around 25 percent to less than 5 percent, and how secure payment solutions can help your contact center give shoppers more choice while keeping sensitive card data out of your environment.
