When end users are looking for answers to their issues, they often attempt to find the answers themselves before turning to others. In a report by Microsoft, titled the “Global State of Multichannel Customer Service Report”
Innovation is extremely important for CIOs, since it is the key driver for investment in IT Service Management. Innovation means the need to integrate new technologies that will make service management processes more efficient and effective.
Innovation is the top priority of CIOs for the next ten years. Implementing and supporting new, advanced technology across the entire organization is crucial for the success of enterprises.
Bright Pattern, the leading provider of AI-powered omnichannel cloud contact center software, was announced as a finalist for the 2020 CCW Disruptive Technology Solution for the Year Award! Bright Pattern’s breakthrough innovation, Omni QM, won Bright Pattern a place as a finalist.
In the current global market, companies are more global than ever. Many of the world’s largest companies service millions of people everyday across hundreds of different countries and cultures.
AI for the customer experience can extend past just helping customers. Artificial intelligence in its current form is very dynamic and powerful.
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.
Having a remote workforce gives contact centers the flexibility and scalability that other options cannot provide.
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.
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.