Workforce Management Featured Article
Bright Pattern Takes Hurtigruten Call Center Remote During COVID-19
The move to a remote workforce has been the new norm for many businesses in the wake of the COVID-19 global pandemic. Never has there been a more important time to get operations online and into the cloud than right now. Many businesses, unprepared for the quickly moving virus, had to move quickly to accommodate staff who would now be logging in and completing work tasks from home amidst shut downs.
For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made getting to the cloud quickly a priority. It turned to Bright Pattern for assistance with this move and was able to create an entirely remote workforce for its contact center using their cloud-based software.
With the Bright Pattern cloud-based virtual call center solution, remote agents have access to all the benefits of a traditional contact center solution but leveraging remote workers. This includes flexibility in staffing based on peak times, access to an expanded talent pool since you’re not limited to a physical brick and mortar location, and omnichannel benefits for customers.
Also included with the offering are quality management offerings so call center managers can score all customer interactions and manage agent performance remotely.
"With our help, Hurtigruten was able to move to a completely remote workforce in just a few weeks," said Michael McCloskey, CEO of Bright Pattern. "Because their agents were already trained on the Bright Pattern platform, the transition was swift and the Hurtigruten team is confident that if they need to add new agents during the pandemic, they can do so remotely with minimal training due to the ease of use of the Bright Pattern platform."
Last month, Bright Pattern announced it was chosen by Gartner (News - Alert) as a FrontRunner for Call Center Software in Gartner’s Software Advice report for the third year in a row.
The leading position was provided due to the company’s high customer rating (4.75/5) and high ratings or customer support and value.
Edited by Maurice Nagle
