Author: Shelby Bozekowski

As the Director of Marketing at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.

A Seamless Way to Do Self-Service: Conversational IVR

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.

Best Practices in Chat Customer Care

So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition from industry leaders and analysts.

Self-Service and Automation Customer Care Best Practices

Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.

Why Mobile? 90% of Text Messages are Read Within 90 Seconds

Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer expectations.

Think Email Customer Service is Dead? Think Again

Channels like messenger apps, social media, SMS texting, and advanced self-service are creating quite a buzz in the contact center industry these days, but now’s not the time to forget email. It’s time to make it better.

Grow Your BPO With Cloud-based Omnichannel Part 2

I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications and adapting to mobile channels. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four. The blog made it clear that there’s a high demand for the omnichannel experience from both your clients and their customers.

Grow Your BPO With Cloud-based Omnichannel

Grow your BPO

Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice.