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.

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...

The Value of Continuous, Insights-Driven Agent Feedback

Aug 2, 2018 7:00:00 AM

Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes....

Why Happy Agents Make Happy Customers

Jul 26, 2018 7:00:00 AM

Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation,...

What Do Industry Luminaries Like Ovum Say About Bright Pattern?

Jul 10, 2018 7:00:00 AM

This year, Bright Pattern ranked No. 1 across multiple categories evaluated by industry analysts Gartner and Ovum. Their reports are designed to help business decision makers like you evaluate which software products are best for your...

PCI Compliance: What Contact Centers Need to Know

Jun 27, 2018 7:00:00 AM

PCI compliance is a must for contact centers that accept payment cards, as compliance secures not only your customers’ sensitive data, but also your customers’ confidence in your business. A PCI-compliant contact center is one that follows every...

Congratulations to Bright Pattern Customer, NexGen Agency, for Nomination as 2018 Finalist for CCW Excellence Award!

Jun 13, 2018 7:00:00 AM

Customer Contact Week (CCW) is the most highly anticipated customer contact event of the year because it brings together the brightest customer experience professionals and awards those who excel in their field at the CCW Excellence Awards Gala.

Data Fragmentation: Why You Need to “Omnichannel” Your Apps

Apr 4, 2018 7:00:00 AM

For anyone trying to deliver the best customer experience, app and data fragmentation is a big problem. Because businesses rely on one or more CRMs and/or contact center applications, customer data typically lives in multiple places.

Improve Customer Experience by Handling Exceptions with Care

Mar 21, 2018 7:00:00 AM

Understanding how your company handles exceptions to the norm can reveal pitfalls in an otherwise successful scheme, and how you learn from them are what ultimately can  improve the customer experience (CX). The fact is that no matter how good...

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...

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