Running an effective call center often means overcoming a number of unique challenges. From customer service to sales to quality assurance, a knowledgeable call center manager can make or break the success of the operation. So what are some best practices for managing a high-volume enterprise call center? What is an enterprise contact center? An […]Continue reading
Last week we published part 1 of our 2022 forecast and trends which talked about two of the top strategies which will help CX teams thrive in this new world. This blog will continue on that theme and discuss how the cloud and innovative technologies like AI will elevate CX in the new year. Elevate […]Continue reading
Last week we published a blog “2022 CX Challenges and the Road to Resilience” which talked about three of the largest challenges the CX industry faces in 2022 due to the pandemic which include; inflation, supply chain issues, and the great resignation. In this blog, we will talk about the technology, strategies, and trends which […]Continue reading
Investing in a cloud-based call center is the right move for many businesses, but there are some factors to consider before choosing a particular software solution. To help you navigate this process, we’ve compiled five key things to know before making your final decision. 1. Understand your needs: The first step is to understand your […]Continue reading
When we published our outlook for 2021, we optimistically called it “The ABCs of Post Pandemic Contact Center”. After 2020, and with vaccines being introduced, we looked forward to a return to some normality. But if there’s one thing 2021 has taught us all, it is that normal doesn’t look quite the same as we […]Continue reading
The idea of “omnichannel” is not a new one — businesses have been striving to provide a seamless experience for customers that transcends the barriers of channel and device for years. Now, with the proliferation of mobile devices and an increasing number of customers accessing their businesses via multiple channels, omnichannel software solutions have become […]Continue reading
Contact Center Solutions Now Available Through Several Carahsoft’s Federal, State and Local Government Contract Vehicles
Bright Pattern is leading a workshop and panel discussion with CX leaders from YMCA of the North, Randstad, and VIPdesk
Quality assurance is one of the most important functions a call center needs to do to ensure high quality customer experiences on every customer interaction. Conducting quality assurance and putting in place an efficient quality assurance system, however, can be challenging and tedious. One of the ways your call center can get a complete view […]Continue reading
Next Leadership Development Corporation launches revolutionary Community Communications Center, serving as an omnichannel information center to mitigate systemic racism and connect Black Boston residents with resources