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Hurtigruten Moves All Call Center Agents Remote During COVID-19 Thanks to Bright Pattern Cloud-Based Contact Center Software

Hurtigruten, a Norwegian-based travel company, uses contact center software partner, Bright Pattern, to move all of its brick-and-mortar contact center agents to home offices amid the COVID-19 pandemic to ensure the safety of its employees while maintaining excellent customer service. Bright Pattern has helped global companies during the pandemic by deploying AI to triage recent upticks in call/interaction volume experienced by the travel industry and by providing a 100% virtual platform allowing customers to seamlessly transition to remote teams.

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“When our current customer, Hurtigruten, came to us to aid their transition to a completely remote workforce, we were happy to help,” said Michael McCloskey, CEO of Bright Pattern. “Bright Pattern has helped many of our customers make the transition to the cloud with remote teams including one of the largest banks in the US, numerous BPOs providing support to Fortune 500 companies and luxury brands, and international COVID-19 contact tracing teams in the United Kingdom and South Korea.”

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“With our help, Hurtigruten was able to move to a completely remote workforce in just a few weeks,” continued McCloskey. “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.”

The COVID-19 pandemic has affected lives and company’s around the world, and the call center industry is no exception. Bright Pattern solutions can be used remotely, where work from home agents can seamlessly supplement companies current workforce to provide a personalized and effortless experience to your customers virtually.

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