How Does a BPO Call Center Work?
Many businesses rely on BPO vendors, or Business Process Outsourcing vendors, to help operate their day-to-day contact center and customer service operations.
Jump Into a Platform That is Flexible Under Any Circumstance
The future is omnichannel conversations that are seamless and easy for customers. These omnichannel conversations, coupled with omnichannel quality management where every interaction on every channel can be reviewed for quality, provide a glimpse into the future. It’s a future that is possible today, powered by Bright Pattern.
Omnichannel Strategy – How to Setup Omnichannel In Your Contact Center
In the contact center industry, providing a seamless, effortless customer journey is one of the most important goals for many businesses. The next evolution in contact center technology is omnichannel communications.
Invest Now in CX, But Choose Wisely
In previous blog posts from our 2021 CX Trends series, we looked at people, processes, economics, and systems to provide the best customer experience in the post-pandemic contact center. We’ve looked at trends like the rise of mobile channels, the increasing demand for AI, and the rise of cloud-based CX solutions.
How to Enhance Customer Service in Your Call Center
Customer service is more important now than ever, especially in the contact center space. Customer service is a representation of your brand image, mission, and values. In fact, many customers stay loyal to certain brands due to the quality of the brand’s customer service, and customer retention is oftentimes more important than customer acquisition.
Heroic AI “Super-Vision” for Quality Management
Companies talk about the importance of offering great CX, yet the reality is that most companies don’t measure the quality of most interactions. Nearly 75% of companies measure the quality of voice interactions, but most other channels, especially newer ones like messengers, are not measured at all.
What ITSM Tools Should Your Organization Have?
Within a company, the IT team plays a crucial role in helping people carry out their work and achieve their objectives within an organization. Through IT Service Management, IT teams can further refine how they design, deliver, manage, and improve the IT services they provide to their end users.
Get Your Business a CX Partner, Not Just a Vendor
It’s been said that in business, great care and patience should be given when selecting new hires. Look beyond the candidate’s resume and assess their character to determine if they would be a good fit with the current team and add value to the company. The same can be said about finding the right CX tech vendor.
What is an Omnichannel Customer Experience?
Customer service is on-the-go now more than ever. Especially due to the pandemic, more and more customers are relying on their web browsers, smartphones, and tablets to keep up with their busy, remote lifestyles.
2021 Trends – Forecasting the Return to “Normal”
There have been so many buzzwords that describe the economy during the pandemic. Words like uncertain, uncharted, chaotic, and “the new normal,” are floating around, but what does the post-pandemic “normal” look like and how will that affect CX? Let’s start by taking a look at some of the data before COVID-19 landed in the US.