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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.

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.

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.

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

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.

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.

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.”

Ah yes, the dichotomy between offering a personalized experience all while respecting and protecting customer data. It’s a real Catch-22 considering 71% of consumers express

The COVID-19 pandemic has caused unprecedented disruption to industries around the world, and the call center industry is no exception. Call centers are seeing spikes