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About Darren Prine

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...

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 Omnichannel Causes CSAT to Plummet

Jan 31, 2018 7:00:00 AM

Omnichannel communications are essential for connecting with customers who expect to call, text, message, email, and chat interchangeably with anyone at anytime. Yet, despite the fact that more businesses than ever are offering omnichannel, many...

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...

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