You’re considering partnering with a cloud contact center provider that looks like the real deal. This company offers a high-quality customer service platform, around-the-clock support and more.
I always have a hard time reading service level formulas. Indeed, a couple of online publications list the same calculation twice, worded differently. We at Bright Pattern use the formula #4 so that short-abandoned calls have no impact, as people...
Selecting an acceptable service level threshold and average speed of answer target has always seemed an inexact science to me. Where should the numbers come from? Why must the calls be answered in 20 seconds?
For many people, it may well be easier and preferable to connect with your business via a channel that they are already active on versus picking up the phone or initiating a live chat. In recent years, social media was moved swiftly into the realm...
The future is here, are we?
The largest transformational lifestyle changes we are experiencing are related to huge advances in data communications and storage technologies. Come to think about it: it is much easier to search today than memorize - we...
Savvy businesses understand the importance of efficient, effective customer support—maintaining a good relationship with an existing customer means more sales, better word-of-mouth, fewer returns, and ultimately, more profit. So if you’re looking to...
It’s been a joke for over a decade, but the time’s rapidly approaching when using a telephone to make actual phone calls will be a rare, strange thing. The rapid evolution of alternative communication technologies such as messenger apps, VoIP...
Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device. Why would an organization with a contact center wish to engage their customers from an omnichannel...
Text messages are widely considered to be a very reliable channel for reaching customers. The best example of this is in the banking industry, where more than 33% of customers receive their primary information about their account via text messages....
How often are consumers using their mobile devices to seek customer service?
Are they finding the answers they need or running into problems?
Software Advice, trying to answer these two questions, surveyed 315 U.S. consumers and found that far more...