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
The delivery of services whether it be the proven IT Service Desk model, IT Service Management (ITSM), or the evolution of Enterprise Service Management (ESM) for a full range of non-IT services across the organization, brings with it the challenges of improving communications and automation to improve the customer experience and overall service management performance. […]Continue reading
CCW Vegas 2021, which went from December 13 – 16, is one of the largest CCW events in the world, and Bright Pattern was honored to host a workshop! Bright Pattern’s workshop featured a panel of distinguished call center industry luminaries to give their take on what has changed in the contact center industry and […]Continue reading
One of the main reasons for providing great customer service and a great customer experience is to increase the number of sales your business closes. Utilizing effective, advanced call center software is one of the best ways to increase customer satisfaction, which in-turn will increase the amount of sales your business closes. Here are ways […]Continue reading
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
The holiday season is a time full of joy, laughter, and valuable time with loved ones, family, and friends. For the call center industry, however, it is a chaotic time of heightened call volumes and jammed workflows. During the holiday season, many people are rushing to buy gifts and travel to places, meaning that they […]Continue reading
The IT organization delivers services in many forms to virtually all of the business, including but not limited to resolving incidents and fulfilling service requests through the service desk. Because these services are a key pillar of virtually every IT organization, we will focus our attention there. At the same time, most businesses have customer-facing […]Continue reading
The call center is the face of the business for many businesses, companies, and organizations. For this reason, businesses must ensure that their call center, and especially their call center software, can support customer interactions smoothly and efficiently. Here are some of the mistakes call centers make and how to fix them. Focusing on First […]Continue reading
An outbound call center is a vital part of the customer experience that many businesses provide. An outbound call center can exist for many different purposes. Outbound call centers allow businesses to make outbound calls to customers and prospects efficiently. These call centers are useful for use cases like telemarketing, outbound sales, fundraising, surveying, and […]Continue reading