You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current...
About Darren Prine
Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But despite an industry-wide understanding of the benefits of the cloud, adoption remains low. Of our survey...
One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer experience...
To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies....
It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up...
Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes....
Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation,...
This year, Bright Pattern ranked No. 1 across multiple categories evaluated by industry analysts Gartner and Ovum. Their reports are designed to help business decision makers like you evaluate which software products are best for your organization.
PCI compliance is a must for contact centers that accept payment cards, as compliance secures not only your customers’ sensitive data, but also your customers’ confidence in your business. A PCI-compliant contact center is one that follows every...
Customer Contact Week (CCW) is the most highly anticipated customer contact event of the year because it brings together the brightest customer experience professionals and awards those who excel in their field at the CCW Excellence Awards Gala.