2021 Trends – Elevate CX with AI
The influx of calls to contact centers during the pandemic was/is staggering. To put some perspective on the impact to people’s lives, here’s part of a transcript from a 60 Minutes piece looking at how COVID-19 affected unemployment:
2021 Trends – Dedicated to Mobile
During the pandemic of 2020, mobile phone use was up, way up. According to one recent survey, 39% of participants stated that they were relying more on their phones due to social distancing.
2021 Trends: Any Agent, Any Time, Anywhere
First up on our list is arguably the most important asset to the contact center—the agents. Sometime around mid-March, as COVID-19 spread through the US and eventually the world, contact center agents were given marching orders to head home and continue their work from a more comfortable confine.
The Future of ITSM: Research and Trends for a Post-Pandemic World
The COVID-19 pandemic has transformed how industries operate, forcing many to adapt to a new age of customer service. IT Service Management is no different, and major transformations are happening to improve how companies perform service management.
How to Utilize Omnichannel QM
It’s halloween this week and things are getting spooky! Frightening costumes, creepy stories, and wild trick-o-treaters are all coming back for one day of the year to scare us. But there may be something even scarier that is present all the time right in your contact center!
“Augmenting a New Era of IT Service Management” Webinar Recap
Bright Pattern’s joint webinar with HDI on “Augmenting a New Era of IT Service Management” was a success! The webinar featured the insight of industry veterans and experts like Chris Chagnon of WPI, Kevin Smith of the IT Transformation Institute, and Andrew Gilliam of HDI. In case you missed it, here are some of the main takeaways from the webinar:
Gartner Names Bright Pattern a CCaaS FrontRunner for Third Consecutive Year
Gartner Digital Markets, one of the leading technology research and advisory organizations, recognizes Bright Pattern as a FrontRunner in the CCaaS, Predictive Dialer, and Auto Dialer categories! Gartner Digital Markets is comprised of three leading B2B software search sites, Capterra, GetApp, and Software Advice, and gives recognition to contact center companies that are innovative and have outstanding customer reviews.
Make Omnichannel Conversations Easy for Customers and Remote Agents with a Platform Approach
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.
Implement Contact Center AI for Remote Workforces that Provides a Strong ROI
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.
Contact Center Challenges of a Remote Workforce
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.