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About Nick Deininger

★ Global Solutions Architect ★ Solutions Engineer ★ Cloud Guru ★ Bitcoin Enthusiast ★

Bright Pattern Offers Freedom and Savings with “Bring Your Own Telco” (BYOT) Option

Apr 19, 2018 7:00:00 AM

At Bright Pattern, our customers have an option to avoid single telco lock-in by bringing their preferred carrier, grandfathering their existing negotiated telecom contracts, or to enjoy our competitive carrier mix. Such freedom is rare in the...

PCI Compliance: What It Is and How Call Centers Achieve Compliance

Mar 29, 2018 6:52:28 AM

The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed to ensure PCI compliance surrounding credit card transactions and cardholder data.

Detecting Dissatisfied Customers with Call Center Integration for Zapier

Mar 16, 2018 7:00:00 AM

We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Mar 7, 2018 6:36:52 AM

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. Many vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud,...

2018 Contact Center Trends Part 2: Enhance CX

Feb 28, 2018 6:43:17 AM

Last week we shared our top three trends for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.

2018 Contact Center Trends Part 1: Punching Through the Barrier

Feb 21, 2018 7:00:00 AM

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there...

When Empathy Cramps the Customer Experience

Feb 8, 2018 7:00:00 AM

Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...

How Bots Help You Learn What Customers Want

Jan 24, 2018 7:00:00 AM

There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so...

SMS/MMS Conversations in Zendesk: Pitfalls and Solutions

Jan 4, 2018 5:00:00 AM

Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to...

Facebook Messenger 2.2: Are you prepared?

Dec 14, 2017 7:00:00 AM

Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying attention to what this means for messaging apps and customer support expectations.

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