Frost & Sullivan Profiles Bright Pattern as a Top Vendor in Latest Contact Center Software Report
Bright Pattern, leading provider of AI-powered cloud contact center software, recognized by Frost & Sullivan for innovation in Omnichannel, AI, and IT Service Management functionality
Everise Reduces Tech Support Training Time by 50%
As the fastest growing company in Texas, Everise relies on Bright Pattern to deliver innovative tech support services for Internet of Things (IoT) consumer products.
Digital Disruption in Financial Services Customer Experience
Customers want to connect with companies through their website before any other channel. A survey reports that 83% of customers go to a company’s website for information before using any other channel.
Take Customer Interactions and Self-Service Further with Video
Customers want to connect with companies through their website before any other channel. A survey reports that 83% of customers go to a company’s website for information before using any other channel.
Predicting Contact Center Average Handle Time
Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center.
Create Effortless and Personal Experiences for Travel Customers
Taking vacations is a wonderful way to relax, de-stress, and spend time with friends and family. Vacations are also an opportunity to have new experiences, like visiting new places around the world and trying new activities. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver a great customer experience.
Guidelines For a Smooth Transition to the Cloud
Transitioning to the cloud is a smooth, secure, and easy process that can provide your contact center tons of benefits.
Empowering Service Providers, Medical Staff, Patients, Doctors, and Pharmacies on Any Channel
The healthcare industry faces many challenges when communicating with patients to improve customer experience and keep up with the digital age.
What Contact Center KPIs Are on Your Dashboard?
In our last blog, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.
Boost Customer Experience by Utilizing Service KPI Insights
You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.