Call Centre Software Blog

Your go-to for the latest customer experience news and weekly call centre tips.

Blog
Ted Hunting

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.

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Blog
Shelby Bozekowski

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.

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Blog
Brett Ransom

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.

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Blog
Nick Deininger

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.

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Blog
Shelby Bozekowski

The Comprehensive Contact Center Guide for Deploying a Remote Workforce

Whether it’s called remote work, telecommuting, or working from home, the American workforce is craving more flexibility in how they get the job done. According to a recent report by FlexJobs, the amount of remote work has increased by 44% over the last five years. Factor in advances in technology, the rise of the “always on” generation, and the gig economy and it’s clear that remote work is the new “normal.”

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