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About Sergey Menshikov

Vice President of Product Management at Bright Pattern with 20+ years in the contact center space.

Make Better Business Decisions: The Importance of Contact Center Surveys

Jul 27, 2018 7:00:00 AM

Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys...

Context in Conversations Will Make or Break Your Customer Experience

Jul 17, 2018 2:45:22 PM

Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context.

Serving Customers Globally with a Local Point of Presence

Jun 21, 2018 7:00:00 AM

It used to be that globalization was a concept considered by only the world’s largest corporations and enterprises, but that’s not the case today. No longer out of reach for small- to medium-sized companies, a global footprint is realized every...

Unbeatable Omnichannel Technology Helps BPOs Get an Edge on the Competition and Retain Clients Longer

Jun 7, 2018 7:53:32 AM

As more consumers use digital channels to talk to friends and family, the more they expect to find top brands on all their favorite digital channels, such as chat, forums, and social messengers. Companies need to respond by meeting their...

Republic Wireless Sustains Rapid Membership Growth Without Brick-and-Mortar Call Center

May 31, 2018 6:58:14 AM

To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data is a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where...

It’s Time to Bring the IT Service Management Discipline to Contact Centers

May 15, 2018 7:00:00 AM

For digital enterprises, the ability to have up-to-date applications is extremely important. As today’s contact centers become increasingly digital, businesses need to be able to upgrade mission-critical applications without disrupting services.

Exciting News! Bright Pattern Welcomes a New Chief Executive Officer!

May 3, 2018 7:00:00 AM

In January, Bright Pattern made an exciting announcement, welcoming industry veteran Michael McCloskey to the team. Michael is a highly experienced technology executive with a proven track record of building high-growth technology companies. He...

Multi-Cloud Solutions Steer Clear of Cloud Failure

Apr 25, 2018 7:00:00 AM

What can be done when your cloud provider fails? When customers ask us, we recommend that they consider a multi-cloud contact center architecture for enterprise deployments. The reason is simple—no provider can be exempt from failure, not even...

Transition to the Cloud to Reduce Operational Expenses While Improving Customer Experience

Apr 12, 2018 6:44:56 AM

As a well established and award-winning technical support company, 80024Support had the goal of aligning their infrastructure and technology investments with its company’s vision to provide unrivaled customer experience solutions. In order to...

Can a Cloud Contact Center Be Built from APIs?

Mar 28, 2018 6:37:18 AM

Twilio, the global cloud communications platform, is the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and task distribution tools can and should...

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