Contact Center Blog

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About Darren Prine

As a Senior Sales Executive with Bright Pattern, I help contact centers improve their customer engagement, customer experience and agent utilization. Contact centers leverage our technology to allow customers to connect via virtually any media channel, device or application. Not only that but but customers/agents can move from one channel to another such as voice to SMS or from chat to voice.

How to Win with Al and Bots in Your Customer Service Operation Part 2

Nov 28, 2018 7:00:00 AM

Earlier this month I talked on the challenges of AI and bots and provided my top two tips for how to win with AI and bots in your contact center operations. Today, I am going to share three more tips to create a winning strategy.

How to Win with Al and Bots in Your Customer Service Operation

Nov 14, 2018 7:00:00 AM

AI and bots are the latest rage. But how do you get started?

Key Takeaways:

• Consumer expectations and the gap companies are facing

• Key stats from industry analysts

• Five tips for bots and humans working as one

Leading Your Contact Center Team with Metrics

Oct 18, 2018 7:17:02 AM

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your...

Gartner's GetApp Call Center Category Leaders of Q4 2018

Oct 17, 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...

CRMs Don’t Do Contact Center Solutions

Sep 20, 2018 7:00:00 AM

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses...

Guidelines For a Smooth Transition to the Cloud

Sep 12, 2018 7:00:00 AM

You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current...

Top Concerns of Cloud Adoption: Why You Shouldn't Be Afraid

Sep 5, 2018 7:00:00 AM

Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But despite an industry-wide understanding of the benefits of the cloud, adoption remains low. Of our...

Enabling A Great Experiences Is Now Imperative: The Cloud Is a Key Enabler

Aug 29, 2018 7:00:00 AM


One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer...

Customer Service for Utilities Is All About Context

Aug 16, 2018 7:00:00 AM

To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies....

What to Look For When Choosing Agent Tools for Improved Agent Empowerment

Aug 8, 2018 7:00:00 AM

It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve...

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