Contact Center Blog

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Detecting Dissatisfied Customers with Call Center Integration for Zapier

Mar 16, 2018 7:00:00 AM

We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.

The Hangups of IVR

Mar 13, 2018 7:00:00 AM

Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a...

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Mar 8, 2018 7:00:00 AM

According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer...

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Mar 7, 2018 6:36:52 AM

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. Many vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud,...

Q&A: Bright Pattern Welcomes Industry Vet, Brian Hays, to its Executive Team

Mar 1, 2018 7:00:00 AM

On Tuesday, the Bright Pattern welcomed Brian Hays to the team as the Senior VP of Global Sales. As a long time industry vet, working at Genesys for 18 years, he has a wealth of industry knowledge which we thought we would bring to you in an...

2018 Contact Center Trends Part 2: Enhance CX

Feb 28, 2018 6:43:17 AM

Last week we share our top three trend for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.

A Blueprint for a Customer-Centric Company

Feb 22, 2018 7:00:00 AM

In a company’s early days, the customer service department can consist of a single person (probably the owner) handling phone calls. It relies on customer feedback to improve the product, and as it becomes more successful, the company swells and...

2018 Contact Center Trends Part 1: Punching Through the Barrier

Feb 21, 2018 7:00:00 AM

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there...

GetApp Call Center Category Leaders of Q1 2018

Feb 15, 2018 7:00:00 AM

The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in...

When Empathy Cramps the Customer Experience

Feb 8, 2018 7:00:00 AM

Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...

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