Call Centre Software Blog

Artificial intelligence, or AI, is one of the hottest trends. Almost every business understands that value of AI, whether it’s to streamline business processes or deliver a better customer experience. AI as a word, however, has been watered down over the past decade, and the definition and application of AI can be confusing for many seeking to implement AI for the first time.

On June 4th, Bright Pattern joined Frost and Sullivan’s Global Vice President of Digital Transformation, Alpa Shah, for a webinar on achieving excellence in CX with AI and omnichannel quality management.

During the COVID-19 pandemic, local and federal governments instituted mandatory lockdowns, requiring many organizations to switch to a remote workforce, giving agents the flexibility of working from home.

On June 4th, Bright Pattern joined Frost and Sullivan’s Global Vice President of Digital Transformation, Alpa Shah, for a webinar on achieving excellence in CX with AI and omnichannel quality management.

Interest in deploying a remote workforce went through the roof during the COVID-19 pandemic that spread around the globe. Many countries were put into lockdown, forcing businesses to turn to work-from-home alternatives to keep up with business operations.

Last week Bright Pattern joined Frost and Sullivan’s Global Vice President of Digital Transformation, Alpa Shah, for a webinar on achieving excellence in CX with AI and omnichannel quality management.

Having a remote workforce gives contact centers the flexibility and scalability that other options cannot provide.

Having a remote workforce is a game changer in the world of CX, and with major global events like the COVID-19 pandemic, many companies are taking the initiative to look into implementing a remote workforce.

With a virtual contact center solution, contact center managers and admins have the ability to hire talent from across the globe. A contact center with a remote workforce that’s based in the United States can have talent from any continent on the globe, attracting a talented workforce while helping the call center maintain promises of 24/7 support.