The Bright Pattern Forecast for CX in 2022 Part 3

Last week we published part 2 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 Bright Pattern can help you achieve your goals in the new year.

Jump Into a Platform That is Flexible Under Any Circumstance

The future is omnichannel conversations that are seamless and easy for customers. These omnichannel conversations, coupled with omnichannel quality management where every interaction on every channel can be reviewed for quality, provide a glimpse into the future. It’s a future that is possible today, powered by Bright Pattern.

The Bright Pattern omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them as one seamless conversation with the customer. The Bright Pattern omnichannel contact center platform maintains context and relevant information across all channels as if it were a single conversation, resulting in greater personalization and higher levels of customer satisfaction. Bright Pattern also lets companies use AI to monitor every single interaction on every channel so that quality assurance and a great customer experience can be delivered in a single omnichannel customer experience platform.

Workforce Management

One of the biggest headaches for contact centers adjusting to the new reality is scheduling agents and ensuring coverage during busy times.

Bright Pattern’s workforce optimization (WFO) and workforce management (WFM) integrations can increase efficiency in your contact center through accurate forecasting and agent scheduling. Workforce optimization is crucial for contact centers that want to maximize the performance of their agents, as well as ensure quality and consistency in customer service. Workforce optimization also lowers agent turnover rates by empowering agents, which is increasingly important in an industry with one of the highest turnover rates.

Workforce management analyzes call volumes and automatically schedules them to ensure that all calls are handled by the appropriate agents who have the correct skills to handle the job. Agents are accurately scheduled and customer call volumes can be accurately forecasted to maximize agent efficiency. Whether the channel is voice, video, email, chatbot, SMS, text messaging, messaging apps, or more, your WFO/WFM tools can help motivate agents to resolve calls, get more creative in finding solutions, and be more willing to improve their knowledge and customer relationship skills. Reduce turnover rate and retain veteran agents.

Everyone is on Microsoft Teams

Over the last few years, the use of collaboration software has exploded. None more so than Microsoft Teams. First launched in November 2016, Teams grew to 13 million daily active users (DAU) by July 2019 and then to 145 million DAU by April 2021. The trajectory has been onward and upward. During the latest Microsoft earnings call, Satya Nadella, chairman and CEO, announced:

“We are nearly 250 million monthly active users as people use Teams each day to communicate, collaborate, and share content.”

Bright Pattern’s omnichannel contact center solution can fully integrate Microsoft Teams into the platform, allowing your staff and employees to connect easily and seamlessly over Microsoft Teams. Bright Pattern’s Microsoft Teams integration works seamlessly with Microsoft Dynamics to help power your customer’s journey.

One such implementation of our Microsoft Teams integration solution was with YMCA of the North and their 3,800 employees. Their previous system lacked the APIs to seamlessly integrate with ServiceNow, Microsoft Dynamics, and Microsoft Teams, increasing onboarding times for agents, hampering internal communication, and leading to a disjointed experience for both contact center administrators, agents, and customers. The YMCA of the North also needed a capable partner that could help them adapt to the new digital age of customer service.

Bright Pattern was able to demonstrate a seamless, effortless integration with ServiceNow, Microsoft Dynamics, and Microsoft Teams through the use of deployable APIs, something that other providers weren’t able to show. As noted by Darren Alick, Senior Director of Customer Experience at the YMCA of the North:

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