Contact Center Blog

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About Darren Prine

Automation in the Call Center with Robotics and Desktop Analytics

Jan 16, 2018 7:00:00 AM

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do...

Putting the Service Back into Self-service

Dec 12, 2017 7:00:00 AM

Self-service is often the most efficient channel for the customer to get quick and easy answers to the most common and obvious questions. And because there is no agent involved, it’s the cheapest way for the company to provide quick customer...

Bright Pattern Named as Leader for Functionality, Support, Value and Most Recommended

Nov 15, 2017 7:00:00 AM

Gartner owned online review site, Capterra, is “always looking for ways to make buying the right software easier for businesses”. With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software...

3 Arguments for the Contact Center of Digital Age

Nov 9, 2017 7:00:00 AM

Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the...

Why Omnichannel is “a big step forward” for Agents

Oct 31, 2017 7:00:00 AM

We tend to think of omnichannel as a technical capability of contact centers.  What decision-makers should not overlook is that omnichannel is also about agent performance.

Improving Contact Center Wallboards to Make Metrics Actionable: Part 1

Oct 12, 2017 1:09:14 PM

Wallboards have been used in the contact center for many years and there is often discussion around what KPIs to broadcast and how to improve contact center wallboards to make metrics more actionable. When the information displayed is simple and...

ACD in a Modern Contact Center

Aug 31, 2017 7:00:00 AM

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology....

Natural Language Understanding for Quality Management and Business Insight in Contact Centers

Jul 13, 2017 5:00:00 AM

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my...

The Digital Age of Customer Experience was the Theme this Year and NECCF

Jun 15, 2017 6:00:00 AM

This week Bright Pattern was a proud sponsor of the annual Northeast Contact Center Forum (NECCF) Conference and Expo. The event was held at the beautiful Gillette Stadium and brought together over 400 contact center leaders and industry experts. 

The Currency of the Contact Center is Information

Jun 8, 2017 6:00:00 AM

Day one of The Annual Healthcare Contact Center Conference is off to a great start here in Salt Lake City! I had the pleasure of sitting in on Kathleen Peterson, Chief Vision Officer at PowerHouse Consulting, give a presentation entitled “The STP...

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