Last Thursday we talked about the top three challenges of taking call center operations global. Because globalization isn’t going to stop any time soon, we decided to provide Bright Pattern’s full list of hurdles to consider in today’s blog post.
Your company is thinking of expanding its contact center into an international market, in either Europe or Asia. That’s great, as this means that your business is thriving and turning a great profit. Before you celebrate your expansion, though, you...
If you are considering globalization of your contact center operations you are probably starting from one of the two primary scenarios that companies experience when going global and expanding to a secondary call center location.
The volume of news about the Contact Center industry has reached an all-time high lately. Interactive Intelligence and Avaya disclosed they were exploring strategic options, Nice bought InContact, and private equity firm Hellman & Friedman invested...
Your customer’s smartphone can get you ahead of competition. “If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service technologies...
Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...
Imagine a loyal premium-account customer calls your business and is treated rudely by a contact center agent. Perhaps the agent loses his or her temper, or uses a tone of voice that doesn’t resonate well with the customer. This type of negative...
Look: It’s not easy to make money as a business process outsourcing (BPO) provider in the contact center arena. Your business, after all, is competing with hundreds of other BPOs for customers.
The phone remains one of the most powerful tools for politicians to connect with constituents during political campaigns. Here’s the catch, though: done incorrectly, phone calls can actually have a detrimental effect on a campaign.
A payment card transaction is like a bond of trust that exists between a customer and a business. By supplying an organization with sensitive payment data, the customer expects that the organization will do everything in its power to handle the...