Contact Center Blog

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Top Benefits of Workforce Management (WFM) Software

May 24, 2017 6:00:00 AM

Many consultants in the contact center industry write on how to turn your contact center into a profit center. Because labor is usually the largest cost in the contact center, optimizing workforce using workforce management (WFM) tools is often...

Customer Service at Lightspeed

May 11, 2017 6:00:00 AM

If you're in the customer experience industry, you are sure to have considered attending KnowledgeNow 2017 hosted by ServiceNow this week in Orlando. This weeks conference is known for bringing together IT, Customer Service, HR and Security...

Defining a Great Customer Experience: Part II

May 10, 2017 7:00:00 AM

In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great experience...

Approachable Enterprise Part 2: Speed up Your Chat with a Call

Apr 27, 2017 6:00:00 AM

Last month I posted a blog on the “approachable enterprise”, with the presumption that many companies are difficult for customers to interact with. Part one of this blog series covered the topic of omnichannel capabilities and discussed how to...

Reasons Why Companies Love Bright Pattern, In Their Own Words

Apr 19, 2017 6:00:00 AM

Bright Pattern customers understand the importance of seamless omnichannel communications in the contact center. Technology plays a huge role for sales and customer experience organizations and our customers are here telling you why we outperform...

Defining A Great Customer Experience – Starting at the Top

Apr 12, 2017 7:00:00 AM

Remember a time you fell head over heels for someone.  Now, if I asked to define the experience, you would know the feeling intrinsically, but may have a hard time explaining it.  You might comment how they made you laugh or how they dressed or...

How Live Collaboration Tools Improve Customer Experience

Apr 6, 2017 8:00:00 AM

With the rise of online self-service and online shopping, more customers are trying to answer questions and make purchases without utilizing a live agent. But, the largest inefficiency with self-service is the loss of a sale or poor customer...

My Takeaways from 2017 Argyle Customer Experience Leadership Forum

Apr 4, 2017 7:58:04 AM

On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as...

Amazon Connect Cloud Contact Center: Who’s Next?

Mar 29, 2017 3:00:00 AM

On March 28th, Amazon has joined a sweeping Customer Interaction Management landscape with its Amazon Connect Cloud Contact Center, a cloud application service offered as part of Amazon Web Services (AWS).

Approachable Enterprise Part 1: Your Customers' Channel Options

Mar 23, 2017 6:00:00 AM

You all know by now how important customer experience is to your enterprise. And one of the most important facets of customer experience is choice of how to contact and when. This is why buzzwords like multichannel and omnichannel exist and why...

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