As any entrepreneur can attest, getting the right pieces in place is critical to a start-up’s success. It’s not only about finding funding or early adopters, but also developing partnerships with talented managers, employees, and vendors. It’s an...
You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?
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...
There’s an old saying that goes, “Dress for the job you want, not the job you have.” Even in this age where sneakers and a T-shirt are becoming common in the workplace, research confirms that donning nice clothes increases focus and leadership skills
The ways consumers interact with omnichannel contact centers has become increasingly more complicated in the last decade. Products and services have become more advanced and require a higher level of support. Because it is a consumer’s market, where...
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....
Customer Contact Week (CCW) Australia 2019 is next week and the Bright Pattern team couldn’t be more excited. We’re looking forward to hearing from top CX leaders, networking, and learning about new trends and top strategies for improving experience...
Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer...
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...
Social, SMS, live chat, and advanced self-service are creating quite a buzz in contact centers these days, but now’s not the time to forget email. It’s time to make it better. According to Leslie O’Flahavan of E-WRITE, many customers actually still...