If you work in the healthcare space, you’re well aware of the Health Insurance Portability and Accountability Act, or HIPAA. Since 1996, the US federal government has required healthcare organizations to take measures to protect against unauthorized disclosure of patient health information deemed sensitive. While the HIPAA was first enacted in 1996, the rules have […]Continue reading
As a higher education institution, your main customers are young adults and college students. For the incoming student, they’re entering an entirely new phase in their life. This life brings not only excitement and hope, but also nervousness. Everything is new. As each year passes, even with experience, they’ll have questions and concerns, many of […]Continue reading
Call centers aren’t going anywhere in the digital age. Thanks to advances in cloud technology, they’re becoming more advanced than ever. Call centers are the nerve center of your customer service efforts. Phone agents are the most effective solution to solving client issues. Without a call center, your clients are stuck with second-rate solutions, causing […]Continue reading
Customer service and improving the customer experience is no exception to the transformations happening in all businesses since the pandemic. Businesses learned they needed to be more nimble, customers needed to connect on new channels like messengers, and cloud contact center software which is by it’s nature nimble became more central to companies to improve […]Continue reading
First, let’s understand exactly what an omnichannel call center entails. Bright Pattern’s call center software solution is cloud-based and omnichannel, giving you the ability to communicate across all channels: text, email, voice, social media, video, live chat, and web chat, including messenger apps like Facebook Messenger and WhatsApp. Customers expect to be able to use […]Continue reading
Cloud-based call center software-as-a-service offerings are extremely popular, and for good reason. Cloud-based software solutions help businesses of all sizes streamline their communications. This includes tools for internal collaboration and tools for enhancing their customer experience.These tools are easily accessible by businesses do to the scalability, cost-effectiveness, and flexibility of a CCaaS solution. There are […]Continue reading
Conversational interactive voice response (IVR) makes support faster and more personalized for clients than traditional IVR. And in an age of chatbots and email, 42% of people still prefer phone calls for customer support. Personal service and a personalized customer experience boosts conversions, and there’s nothing more personal than talking to a human. But humans […]Continue reading
In the simplest sense, the role of government is to represent and serve its constituents, those who live under its influence. The government is responsible for improving the community, representing their constituents, and delivering basic services while ensuring that the community runs smoothly. Customer service, therefore, is more than a nice-to-have. It’s essential in the […]Continue reading
As the contact centers as a service (CCaaS) model’s evolved, AI customer service tools have become a useful feature that allows call centers to improve various aspects of the customer and agent experience. Customer service AI boosts customer satisfaction, worker efficiency, and your business’s ROI. And AI is filling more advanced roles in customer service […]Continue reading
Running a call center means handling customer data and sensitive information that needs to be kept secure. This means having features that keeps data secure, access controls for sensitive information, as well as secure data transmission. One of the main compliance procedures to help ensure that a contact center software is compliant and secure is […]Continue reading