Call Centre Software Blog

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.

Having a virtual call center unlocks many unique opportunities for contact centers and customer service operations. Opportunities include having the ability to hire talented agents from across the world, getting the latest technology immediately, and lowering costs of maintenance.

We talked about omnichannel agent desktops as one of our CX trends for 2020 (and beyond). Although there always will be a need for specific applications like ERPs, CRMs, and database management tools, when it comes to CX, there is no longer a need for multiple applications to run multiple channels.

Let’s focus on software and multiple applications for a minute. Albeit, it’s a bit hard to concentrate on any one application considering the 2019 Marketing Technology Landscape Supergraphic has over 7,000 software solutions. Seriously, we couldn’t even fit the infographic on this page.

Perhaps the biggest decision in deploying a remote workforce is finding the right platform for your business. Backed by industry leaders and world-class customer service, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services.

The implementation of a virtual call center allows your call center agents to set up a traditional call center in the comfort of their home office.

While our 2020 call center trends blog series has focused a lot on cutting-edge technology and newer channels, it’s important that we don’t forget about those who prefer an old-school customer experience via phone and/or email. In an August 2019 survey by Statista, 61% of respondents stated the phone was their preferred communication channel to resolve customer service issues.

We already talked about how strategic planning is vital in times of crisis. However, even the best laid out plans aren’t always perfect. As certain situations become more fluid, the ebb and flow of customer demands and business requirements may change drastically from one day to the next. Iteration is key when deploying remote contact center agents.

With the COVID-19 pandemic, many contact centers and CX providers are turning to virtual call center solutions to continue providing customer service while keeping call center agents safe. With many governments ordering mandatory shelter-in-place and lockdown regulations, the traditional call center has shifted to the home office for many businesses.