Omnichannel CX Tip #9: Use Omnichannel Scorecards and Coaching to Help Agents
To succeed at delivering a great omnichannel customer experience, it is critical to make it easy for supervisors to review, score, and coach agents on key interactions on any channel.
How BPOs Can Help Your Call Center Operations During a Pandemic
Businesses that typically operated in brick-and-mortar centers have been forced to reorganize call center operations and move to primarily remote workforce.
How to Get Organized for Deploying a Remote Workforce
Along with strategic planning (mentioned in our blog post last week), getting organized is a critical component of any remote workforce deployment. While this may seem obvious on a macro level—formation of teams and managerial hierarchy—the finer details of employee work environments and supplies should be set up for success. Whether a company’s leadership structure is tall or flat, reporting hierarchies should be established well before implementing a remote workforce.
2020 Trends: Bridging the AI Gap
Any glimpse into the future of CX has to include AI. After all, IDC predicts total AI spending will more than double to $79 billion by 2022. Investment into AI by CX firms is a major capital expenditure that will surely pay dividends over time by increasing productivity. However, even though 72% of all businesses are using AI, 7 out of 10 companies report minimal or no impact from AI.
Omnichannel CX Tip #8: Use AI and Automation to Fix Poor CSAT “In the Moment”
This tip uses AI to monitor every interaction on every channel using sentiment to passively measure quality, and then act. When an interaction on any channel—voice, text, chat, email, social messengers—has sentiment that is low, the interaction can be identified “in the moment” and routed to a retention specialist (or someone specialized with the skill set to handle the situation). The specialist can then immediately review the interaction and proactively reach out to the customer to see if everything in their last interaction was handled properly.
Preparing to Deploying a Remote Workforce
Last week I wrote a blog on the benefits of a remote workforce. Given the current COVID-19 pandemic, having the ability to quickly deploy a remote workforce has never been more critical.
2020 Trends: Putting Mobile In Its Place…At the Top
For the first time, mobile phones account for the majority (53%) of all web traffic and a whopping 32% of e-commerce revenue. Additionally, when it comes to Gen Z, 78% say mobile is the most important device to get online. As we look to the future, CX leaders need to recognize that mobile is not just chic–it’s reality and it’s only going to get bigger. Mobile is king, and we predict a shift in how companies bow to the monarchy by prioritizing mobile over other channels.
Omnichannel CX Tip #7: Monitor Every Interaction, and Every Channel with AI
In addition to actively measuring VoC via surveys, as mentioned in last week’s blog, companies can also passively measure satisfaction via AI and sentiment. Companies talk about the importance of offering great CX
Tips for Remote Customer Service Continuity in a Pandemic
CX experts from VIPdesk and Bright Pattern talk on their top tips for maintaining business continuity and deploying a remote workforce during a pandemic. The webinar features CEO and Founder of VIPdesk, Sally Hurley and SVP of Marketing at Bright Pattern, Ted Hunting. The webinar will teach you how to protect your agents, select a platform for deploying a remote workforce, and handle either a dip or spike in call volume.
How MarketSource Improved Employee and Customer Experience with New Digital Channels
MarketSource, an Allegis Group company, is the proven alternative to traditional sales outsourcing. The company believes that better sales begin with better relationships. For over 40 years, MarketSource has partnered with organizations of all sizes to recruit, train, and manage sales professionals, brand ambassadors, product experts, and passionate professionals. Better sales are simply MarketSourced.