Retail Telephony: Dynamics and Costs of Inbound Call Failure
By University of Arizona
In this paper, we report research results that specifically address two aspects of inbound retail telephony. First, how successful are inbound customer calls to retailers across different retail categories? Second, what are the potential consequences to retailers of these outcomes? To
implement this investigation, we report on several series of call studies to different categories of retail chain stores, including grocery (including full-service grocery), department stores, restaurant and specialty retailers.
