Many consultants in the contact center industry write on how to turn your contact center into a profit center. Because labor is usually the largest cost in the contact center, optimizing workforce using workforce management (WFM) tools is often one...
If you're in the customer experience industry, you are sure to have considered attending KnowledgeNow 2017 hosted by ServiceNow this week in Orlando. This weeks conference is known for bringing together IT, Customer Service, HR and Security...
In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great experience starts...
Last month I posted a blog on the “approachable enterprise”, with the presumption that many companies are difficult for customers to interact with. Part one of this blog series covered the topic of omnichannel capabilities and discussed how to make...
Bright Pattern customers understand the importance of seamless omnichannel communications in the contact center. Technology plays a huge role for sales and customer experience organizations and our customers are here telling you why we outperform...
Remember a time you fell head over heels for someone. Now, if I asked to define the experience, you would know the feeling intrinsically, but may have a hard time explaining it. You might comment how they made you laugh or how they dressed or became...
With the rise of online self-service and online shopping, more customers are trying to answer questions and make purchases without utilizing a live agent. But, the largest inefficiency with self-service is the loss of a sale or poor customer...
On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as they...
On March 28th, Amazon has joined a sweeping Customer Interaction Management landscape with its Amazon Connect Cloud Contact Center, a cloud application service offered as part of Amazon Web Services (AWS).
You all know by now how important customer experience is to your enterprise. And one of the most important facets of customer experience is choice of how to contact and when. This is why buzzwords like multichannel and omnichannel exist and why many...