In order for call center agents to deliver a superior customer experience, it is important that they have the best tools possible. Using the best call center software available is one of the most important ways to improve agent performance and satisfaction.
To address this issue, Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel. This enables agents to see the entire conversation with full context, resulting in a more effective and personal customer experience.
Reducing simple and routine tasks helps reduce agent turnover. Because agent turnover is a common issue for most call centers, addressing this issue is imperative for continuity and retention. As a result of using Bright Pattern’s advanced omnichannel call center software, you will see higher productivity, less time wasted, and cost savings in hiring and training new agents. A long-term investment in a system that improves call center agent morale will more than pay off in the long run.
Bright Pattern offers many benefits to Oracle Service Cloud call center agents. Agents use an intuitive user interface that presents all information on a single screen, saving them from having to switch between channels. Our guided resolution capability effectively guides agents through knowledge, scripts, and workflows to ensure productivity and consistency. Screen pop, click-to-call, and real-time statistics help agents reach out to customers quickly while tracking their performance and personalizing the conversation.
The Bright Pattern Oracle Service Cloud call center solution will significantly improve agent productivity, as it allows agents to learn more about the customers they are interacting with and use their data in new ways. Having all communication interactions associated with your customer data from Oracle Service Cloud puts the tools that your agents use most often right in their dashboard, allowing for common tasks to be completed more quickly and efficiently. From accessing the knowledge base and fielding customer support requests to accessing customer records and details, our Oracle Service Cloud call center solution puts everything at your agents’ fingertips.
The Bright Pattern Oracle Service Cloud call center integration also puts these same tools in the hands of your supervisors, allowing you to better track, coach, and improve agent performance. You will have access to all tickets, cases and call recordings, as well as multichannel monitoring and grading tools.