We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.
Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a toilet...
According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer...
Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. Many vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud, however,...
Bright Pattern welcomed Brian Hays to the company’s executive team as the Senior VP of Global Sales. A long time industry vet with 18 years’ experience at Genesys, Brian has a wealth of industry knowledge that we thought we would bring to you in...
Last week we shared our top three trends for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.
In a company’s early days, the customer service department can consist of a single person (probably the owner) handling phone calls. It relies on customer feedback to improve the product, and as it becomes more successful, the company swells and...
Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there...
Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...
The cloud transition continues to turn tables. Historical Cloud Contact leaders are being joined by a set of new entrants. Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market...