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.

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...

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...

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