Contact Center Blog

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3 Arguments for the Contact Center of Digital Age

Nov 9, 2017 7:00:00 AM

Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the...

When the Contact Center Becomes Strategic

Nov 7, 2017 7:00:00 AM

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities. But, as a Bright Pattern's new customer and online lender discovered, with the right infrastructure, the contact center can...

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?

Why Omnichannel is “a big step forward” for Agents

Oct 31, 2017 7:00:00 AM

We tend to think of omnichannel as a technical capability of contact centers.  What decision-makers should not overlook is that omnichannel is also about agent performance.

@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.

Mapping Out a Simpler, Smarter Approach to a Modern Contact Center

Oct 19, 2017 7:00:00 AM

It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences.  Right at the center of this evolution is the contact center, the focal...

7 Best Practices for Implementing IVR in Your Contact Center

Oct 13, 2017 8:25:35 AM

The goal of IVR is to automate frequent call center tasks to free up an agent’s time and reduce or even eliminate customer wait time. IVRs can be extremely efficient in contact centers by automating part of the customer interaction, typically by...

Improving Contact Center Wallboards to Make Metrics Actionable: Part 1

Oct 12, 2017 1:09:14 PM

Wallboards have been used in the contact center for many years and there is often discussion around what KPIs to broadcast and how to improve contact center wallboards to make metrics more actionable. When the information displayed is simple and...

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...

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