The influx of calls to contact centers during the pandemic was/is staggering. To put some perspective on the impact to people’s lives, here’s part of a transcript from a 60 Minutes piece looking at how COVID-19 affected unemployment:
During the pandemic of 2020, mobile phone use was up, way up. According to one recent survey, 39% of participants stated that they were relying more on their phones due to social distancing.
First up on our list is arguably the most important asset to the contact center—the agents. Sometime around mid-March, as COVID-19 spread through the US and eventually the world, contact center agents were given marching orders to head home and continue their work from a more comfortable confine.
The COVID-19 pandemic has transformed how industries operate, forcing many to adapt to a new age of customer service. IT Service Management is no different, and major transformations are happening to improve how companies perform service management.
It’s halloween this week and things are getting spooky! Frightening costumes, creepy stories, and wild trick-o-treaters are all coming back for one day of the year to scare us. But there may be something even scarier that is present all the time right in your contact center!
Bright Pattern’s joint webinar with HDI on “Augmenting a New Era of IT Service Management” was a success! The webinar featured the insight of industry veterans and experts like Chris Chagnon of WPI, Kevin Smith of the IT Transformation Institute, and Andrew Gilliam of HDI. In case you missed it, here are some of the main takeaways from the webinar:
Gartner Digital Markets, one of the leading technology research and advisory organizations, recognizes Bright Pattern as a FrontRunner in the CCaaS, Predictive Dialer, and Auto Dialer categories! Gartner Digital Markets is comprised of three leading B2B software search sites, Capterra, GetApp, and Software Advice, and gives recognition to contact center companies that are innovative and have outstanding customer reviews.
Frost & Sullivan recently reported that only 4% of companies offer the seamless, effortless single conversation across all channels – true omnichannel – and the primary reason is that companies have deployed siloed technologies.
New technology is always being created and adopted, and it is up to service management providers to upgrade and keep businesses up-to-date with the latest technology. Implementing new technology to an existing process can be a risky endeavor.
Implementing an effective remote workforce that is just as productive as traditional, on-premise teams can be tricky. A remote workforce presents unique challenges and hurdles that CX leaders and contact center managers have to overcome to provide great, seamless customer experience.