The Comprehensive Contact Center Guide for Deploying a Remote Workforce
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.”
Personalization Versus Privacy – Giving Away the Secret Sauce Recipe (Well, Part of It)
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 some level of frustration when their experience is impersonal. However, 53% of online users are currently more concerned about their online privacy compared to a year ago. The future of [...] Bright Pattern Contact Center Chosen by MarketSource, Inc. To Support Call Center Operations
Bright Pattern’s state-of-the-art, cloud-based software includes seamless Salesforce integration
CX Industry Experts Reveal Predictions of COVID-19’s Impact on the Contact Center Industry
How will COVID-19 change the call center space right now and long-term? Will it make a lasting impact as companies better prepare themselves for any potential crisis in the future?
2020 Trends: True Omnichannel
For 2020 and beyond, we foresee expanded omnichannel conversations that are more contextual in nature with lower effort. Similar to context marketing, which accounts for your location, device, or other criteria, contextual omnichannel CX can offer a more defined framework to strengthen customer relationships.
Don’t Let Coronavirus Impact Call Center Agents and CSAT
A remote workforce has many benefits outside of being safer during a pandemic. Call center agents benefit from working from home by having more flexible work hours, no dress code, and no commute. Studies also show that at-home workers are not only happier and less likely to quit but also more productive. As long as work from home agents are provided with the technology and tools needed to perform their job seamlessly at home, CSAT and other call center KPIs will improve.
2020 Trends: Chatbots Get Smarter
As we turn the page to a new decade, a vision for the future of CX emerges. Looking back at the past year, CX scores have once again remained flat. Forrester sums it up best in its 2019 US Customer Experience Index, stating, “Not a single brand has managed to rise to the top of […]
2 Major Ways AI-Driven Bots Can Help Companies Excel at Customer Service
Through natural language processing (NLP) and machine learning, chatbots can navigate solving the issue while maintaining a personalized relationship learned through previous responses. This allows for immediate customer satisfaction and a stronger customer relationship.
The Gift of CX: Our 2019 Holiday Reading List
2019 was a big year for the customer experience (CX) space. Many companies took strides to move toward a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies. As the newest trends and topics of 2019 were being discussed, Bright Pattern was right there […]
Customer Infographic: Behind-the-Scenes of a 95% CSAT
To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data has been a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where calls and data default to Wi-Fi and use cellular networks only when […]