“The US Contact Center Decision-Makers’ Guide” identifies seven of the major pain points and issues that affect the contact center industry:
- Improving Quality and Performance
- Maximizing Efficiency and Agent Optimization
- Digital, Cloud and the Customer of the Future
- Outbound and Proactivity
- The Customer Experience
- HR Management
- Strategic Directions
For the 2021 CX Trends, we’re going to look past the pandemic into the near (hopefully) future and lay out a step-by-step blueprint of what the contact center should resemble. We’ll tackle the obvious changes like remote agents and cloud-based software, but we’ll also dig deeper into post-pandemic economics, advanced AI solutions, and why software vendor relationships will be more important than ever. 2020 has been one heck of a roller coaster, so now let’s turn to calmer waters as we outline the ABCs of the Post Pandemic Contact Center.
It’s advantageous for contact centers to not only consider a remote workforce, but ultimately build out a strategic plan that includes telecommuting as an option for worst case scenarios.
This whitepaper looks at some advantages of a remote workforce along with our best tips for a successful deployment.
SERVING CUSTOMERS GLOBALLY FROM THE CLOUD
While expanding your international footprint is exciting, deploying a global contact center can be exhausting and there are a few different technology models to consider. This white paper discusses challenges and considerations for taking your contact center operations global and explain the latest architecture options to address them.
HOW TO REDUCE CALL ABANDONMENT IN A CALL CENTER
Abandoned calls – the calls that were dropped by callers while waiting for an agent – are bad for business. These are the people that needed to contact your business that left unsatisfied. The article addresses a number of ways of how to reduce the number of abandoned calls in a call center.
PREDICTING HANDLE TIME
Is average handle time a good indicator of how long it would actually take to handle an interaction? In this article, we are discussing handle time metric, its applicable statistics, and learn how to predict it. We use a real-world dataset recorded from an outbound campaign that was run in the Bright Pattern cloud contact center. We show how to treat experimental data and apply statistical methods.
HIGH AVAILABILITY AND FAULT TOLERANCE IN CLOUD CALL CENTER ENVIRONMENTS
Contact center systems help companies manage high volumes of customer communication. Any interruption or degradation of service in their operation has multiplied impact.
This is why high availability (minimized service unavailability or downtime) and fault tolerance (continued availability as well as a continuation of service when some parts of the system fail) are of utmost importance in contact center systems design and operation. It is even more important for cloud-based contact center software systems.
The article describes the decisions taken during Bright Pattern software platform development related to high availability and fault tolerance.
