A few decades ago, when contact centers were relatively new and CRM systems were in their developmental stages, customer service agents only had a select number of ways to communicate with customers.
There is no question that a multichannel customer service strategy can benefit your contact center. Multichannel makes a lot of sense—the more customer service channels you have at your disposal (like voice, SMS, email and live chat)—the easier it...
It was bound to happen sooner or later: Customers are openly demanding access to seamless multichannel customer service options. They’ve gotten a taste of the good life by interacting with brands that do offer such support, and now it’s becoming a...
A troubling trend is emerging in the customer service industry, and we’re calling out every business guilty of contributing to its proliferation.
Partnering with a contact center vendor is no small decision. It requires putting a tremendous amount of trust into a third-party organization to help manage your daily communications and data, and to ensure your business’s strong reputation....
Your business just signed an agreement with a client who insisted on a service level target of 80 percent of calls answered within 20 seconds.
Greetings from the Mirage in Nevada, where the Bright Pattern team is on the scene for the 17th annual Call Center Week conference and expo. This is one of our favorite industry events, as it’s a melting pot of the best and brightest ideas from...
We get it: Your contact center is struggling right now. Your agents can barely handle phone calls during peak times. So the thought of adding additional customer service channels—like SMS, live chat and email—must seem like a crazy idea.
To say that we are in the middle of a mobile revolution is a gross understatement. According to GSMA, five years ago just one in 10 people owned a mobile subscription. Today, mobile subscriptions are owned by half of the world’s population—and an...
Good news, contact center BPOs:. The C-suite has spoken, and providing superior customer service has made the list of the top business priorities in 2016, right under growth.