Frost & Sullivan recently reported that only 4% of companies offer the seamless, effortless single conversation across all channels – true omnichannel – and the primary reason is that companies have deployed siloed technologies.
New technology is always being created and adopted, and it is up to service management providers to upgrade and keep businesses up-to-date with the latest technology. Implementing new technology to an existing process can be a risky endeavor.
Implementing an effective remote workforce that is just as productive as traditional, on-premise teams can be tricky. A remote workforce presents unique challenges and hurdles that CX leaders and contact center managers have to overcome to provide great, seamless customer experience.
With a virtual contact center solution, contact center managers and admins have the ability to hire talent from across the globe. A contact center with a remote workforce that’s based in the United States can have talent from any continent on the globe, attracting a talented workforce while helping the call center maintain promises of 24/7 support.
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.
This year, we welcome a new decade! In the previous decade, many trends in the CX space emerged, like the move toward implementing AI and the introduction of new channels. Many CX leaders made the transition from customer service to customer experience, and an added emphasis on the customer journey took the forefront.
If you talk to CX experts, Call Center IT Directors, and CXO’s about why they moved their contact center to the cloud, they will most likely reply with a variety of answers. But ROI is always at the top of the list. A cloud contact center solution provides companies with a huge return on investment […]Continue reading
In the contact center industry, especially in the field of outbound call centers, efficiency is the main focus. Discussions within the field of outbound call centers always center on efficiency, high ROI, and metrics. These topics often overshadow the most important aspect of the call center, the call center agent.
For over 40 years, MarketSource has been partnering with organizations of all sizes to recruit, hire, and manage sales teams. MarketSource can hire highly qualified personnel at a much faster rate, allowing clients to reduce overhead costs all while optimizing sales channels and increasing revenue. It’s a win-win.
Forrester is predicting an increase from 9 to 11 average channels supported in a contact center, driven largely by new channels like bots and messengers (e.g., Facebook Messenger, LINE, Telegram, etc.). Yet Gartner’s Gene Alvarez is predicting that many will fail. Fifty-three percent of the 3,000 respondents to a Chatbot.org survey conducted in late 2017 […]Continue reading