People tend to use the terms “call center” and “contact center” interchangeably, which causes confusion in our modern world of customer communications and—understandably—adds complexity to the call center vs. contact center debate. There is a...
About Nick Deininger
Last week I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly...
Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice....
Last week I shared my top two tips for midsize contact centers. Today I am going to give two more tips and let you know what to look for when selecting a cloud contact center provider.
Customers want effortless, personal customer service across all channels, including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience....
Earlier this year, the General Data Protection Regulation (GDPR) became active across Europe to safeguard the personal data that businesses collect. The implications are profound, going beyond marketing to encompass all customer communications, in...
A growing trend, and a recent survey reports that 83% of customers go to a company’s website for information before using any other channel. And looking ahead, Gartner predicts that a customer will manage 85% of the relationship with an enterprise...
As more financial service providers move to the cloud, they are looking for sophisticated omnichannel technology to improve ROI and digitally transform their customer communications. Whether you are a bank, brokerage firm, credit union, or other...
At Bright Pattern, our customers have an option to avoid single telco lock-in by bringing their preferred carrier, grandfathering their existing negotiated telecom contracts, or to enjoy our competitive carrier mix. Such freedom is rare in the cloud...