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About Nick Deininger

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.

5 Things to Know When Serving The Next Generation of Customers

Nov 30, 2017 7:00:00 AM

As with any budding generation of consumers, there’s been a lot of speculation and generalizations in the business world around Generation Z. Do they have the same values as their predecessors? Will they demand instant gratification? Must...

The IVR of the Future Uses Artificial Intelligence

Nov 22, 2017 7:00:00 AM

IVR is Here to Stay

Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service. Many businesses use Interactive Voice Response (IVR) technology to automate frequently performed phone transactions...

Reliability and Resiliency: What to Look For When Choosing a Cloud-based Contact Center Solution

Nov 16, 2017 7:00:00 AM

Today’s customers require 24/7 access to answers, whether through voice, email, chat, IM, or self-service. With so much of technology services moving to the cloud, how do contact center managers plan for reliability and resiliency in their CC...

How AI Serves the Customer Journey

Nov 2, 2017 7:00:00 AM

Artificial intelligence is quickly becoming a ubiquitous technology in consumer devices and services. What does it mean for the future of the contact center and how organizations serve customers?

@Zendesk #RelateLive Topics and Trends at this Years Conference!

Oct 26, 2017 7:00:00 AM

Bright Pattern was a proud sponsor at this years Zendesk Relate Live Annual Conference. There were many trending topics at the conference but one theme strongly stuck out to our team was simplifying the customer experience though advanced...

Innovation in the Contact Center: Where to Start

Oct 20, 2017 7:00:00 AM

Mobile, omnichannel, AI, integrated CRM, analytics -- with the universe of contact center technologies rapidly expanding in every dimension, decision-makers may find it challenging to know where to focus their attention and investments.

Skills-based ACD vs. Omnichannel Routing

Sep 6, 2017 7:00:00 AM

As companies strive to achieve better customer satisfaction across multiple channels several issues usually arise with reporting, QA, channel-switching, and omnichannel routing. Standard ACDs with skills based routing route voice calls based on...

When it comes to Customer Service, Bright Pattern is Winning!

Aug 22, 2017 7:00:00 AM

We are proud to serve another quarter as a top provider on the GetApp Call Center Category Report! The scores are in and Bright Pattern earned 4th place, putting it ahead of notable competitors like Five9, inContact and Genesys. The scores are...

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