Life of a Call Center Agent Pt. 1 – The IT Service Desk
In the contact center industry, the customer is king. Discussions within the contact center industry always center on the customer and how to best serve the customer’s needs. Discussions on metrics, integrations, customer journeys, and emerging channels center on how to better connect with the customer. However, the people who often get left out of […]
Customer Service vs Customer Experience
Customer service vs customer experience—today’s world of business is more customer-centric than ever before. Customers expect more from their favorite companies, and their expectations of customer support have increased. The term “customer experience” and “customer service” are often confused or used interchangeably, but they have very different meanings.
What is a Cloud Contact Center?
Contact centers handle thousands of communications a day from clients and users. To handle these calls and digital interactions, infrastructure is required that includes sophisticated hardware and software for each channel. In the past, trained IT personnel were needed to maintain and upgrade the infrastructure of the call center. Ranging from replacing aging hardware to […]
What Should I Look for In the Best Call Center Software?
Call center software originated in the 1960s, when the UK-based tabloid The Birmingham Press implemented a system that used a simple algorithm to filter calls and assign them to the best agents available at any given moment. Fast-forward over 50 years, and the call center has expanded vastly in scope and has developed rapidly to […]
Bright Pattern Selected by Ocular Technologies to Provide Innovative Customer Service Offering
Bright Pattern, leading provider of omnichannel cloud contact center software for innovative companies, selected by Ocular Technologies, customer experience leader in South Africa