How is your business dealing with the digital disruption?

Disruption Affecting the Customer Experience  Millennials, larger than the Baby Boomer generation, are shaping the customer experiences of today and have the highest expectations when it comes to customer service. Omnipresent across their social networks, connected 24×7 through multiple devices they demand individualised experiences and relevant answers instantly. Customers expect a seamless multi-channel experience that gives them access whenever wherever and however they choose to connect. When in the midst of a journey, they expect to continue with the process

Join Us at Call and Contact Centre Expo – London!

Join Us at Call and Contact Centre Expo – London! Ted Hunting, SVP Marketing, Bright Pattern Jitender Singh, SVP Cloud Solutions, Conduit Global Over 5000 customer engagement professionals in Europe are about to descend on London at the ExCel Exhibition Centre for Europe’s largest customer experience event of the year.  Both Bright Pattern —a leading provider of omnichannel customer experience solutions for innovative companies—and Conduit Global that provides omnichannel solutions to help companies deal with digital transformation

The importance of digital customer service for the millennial consumer

The importance of digital customer service for the millennial consumer For a generation that has grown up with the Internet and the most sophisticated communication technologies we have ever known, it is no wonder that millennials (born between the 1980s and 2000) have an expectation of instant access to information. This attitude also extends to their communication style, including interactions with each other and with brands. Millennials love their phones, just not phone calls, which they generally see as disruptive and

How to outsource in a compliance heavy environment

How to outsource in a compliance heavy environment The decision to outsource is a tough one for any organisation. The process of selecting a contact centre partner can be onerous. Do we consider offshoring, near shoring, right shoring? What sort of partner should we chose, a well-known international brand where our work will be one of a number of accounts or perhaps a mid-tier local provider where we will be a major part of their business? There are a whole heap

Why early site visits will improve your RFP process

Why early site visits will improve your RFP process Outsourcing decisions these days tend to be procurement led, and it’s not surprising. They tend to be large decisions for a company to make and have long standing repercussions if the decision doesn’t work out the way everyone wants. The RFP process hopefully will allow you to understand and compare commercial models, the suppliers viability, both financially and from an experience perspective – all extremely important, yes, however, the RFP process that

Leveraging your Outsourcing partner to grow sales

Leveraging your Outsourcing partner to grow sales Providing excellent service, supplying great products and delivering value are of course at the core of ensuring organisations have a platform to build deep and trusting relationships with their customers. These things are very important and need to happen consistently but have you ever heard the argument ‘they are what I am paying for so are what I expect’. So to really have a deep relationship that engenders a true partnership organisations need to collaborate

What is Cloud IVR

What is Cloud IVR? The term Cloud IVR refers to the availability of Interactive Voice Response (IVR) as a Service (IVRaaS) platforms and functionality, benefiting from the use of cloud-based technologies. Cloud IVR is offered through a consumption-based model and provides an always-on, modern IVR platform, giving businesses the opportunity to enhance the customer journey as well as optimize overall agent interactions. Legacy IVRs hold your contact center back… For years, the default position for contact centers has been to procure

How to stay competitive in a low Unemployment Market

How to stay competitive in a low Unemployment Market I currently reside and work in the great city of San Antonio, TX where competition for call center work is high and the unemployment rate is very low. This can present a challenge to organizations that are not willing to adapt to changes taking place in the market or are not willing to focus on several key areas to stay competitive. I highlight some of those key areas. Every employer must have a

Why I love to Travel to the Philippines

Why I love to Travel to the Philippines Working for Conduit Global has allowed me to see many places in the world. I have been blessed to have spent time on 5 continents across 12 countries. But there is one place that is near and dear to my heart, and that is the Philippines. Sure, I have travelled into Manila more than 60 times in the past 17 years, so it makes sense that it might be one of my favorite

What is Contact Center as a Service

What is Contact Center as a Service (CCaaS)  Contact Center as a Service or CCaaS broadly refers to the availability of Contact Center functionality and associated benefits through the use of cloud-based technologies offered through a consumption-based model. The journey leading to the creation of the term CCaaS requires us to glance back in time, and refresh ourselves of how the Call Center technology stacks looked and the associated cost and support models that underpinned it. How it was… Planning of multiple 500 seat Call

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