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Top Challenges of Global Contact Center Deployment: Part 2

Oct 4, 2016 4:00:00 AM

Last Thursday we talked about the top three challenges of taking call center operations global. Because globalization isn’t going to stop any time soon, we decided to provide Bright Pattern’s full list of hurdles to consider in today’s blog post.

Top Challenges of a Global Contact Center Deployment: Part 1

Sep 29, 2016 6:00:00 AM

Your company is thinking of expanding its contact center into an international market, in either  Europe or Asia. That’s great, as this means that your business is thriving and turning a great profit. Before you celebrate your expansion, though,...

Current Models of Contact Center Globalizations and Problems Associated

Sep 27, 2016 6:00:00 AM

If you are considering globalization of your contact center operations you are probably starting from one of the two primary scenarios that companies experience when going global and expanding to a secondary call center location.

The rebirth of Interaction Management?

Sep 1, 2016 2:00:00 AM

The volume of news about the Contact Center industry has reached an all-time high lately. Interactive Intelligence and Avaya disclosed they were exploring strategic options, Nice bought InContact, and private equity firm Hellman & Friedman...

7 Ways to Improve Customer Experience and Beat the Competition

Aug 18, 2016 6:00:14 AM

Your customer’s smartphone can get you ahead of competition. “If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service...

5 ways to get more out of your call center

Aug 16, 2016 6:00:18 AM

Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...

What’s Actually Happening on Your Call Center Phone Calls?

Aug 11, 2016 6:00:24 AM

Imagine a loyal premium-account customer calls your business and is treated rudely by a contact center agent. Perhaps the agent loses his or her temper, or uses a tone of voice that doesn’t resonate well with the customer. This type of negative...

Three Ways Your BPO Operation Is Scaring Away Contact Center Customers

Aug 9, 2016 6:00:13 AM

Look: It’s not easy to make money as a business process outsourcing (BPO) provider in the contact center arena. Your business, after all, is competing with hundreds of other BPOs for customers.

Robocalling Will Not Win You an Election

Aug 4, 2016 6:00:03 AM

The phone remains one of the most powerful tools for politicians to connect with constituents during political campaigns. Here’s the catch, though: done incorrectly, phone calls can actually have a detrimental effect on a campaign.

PCI DSS Compliance: A Promise to Your Customers

Aug 2, 2016 6:00:09 AM

A payment card transaction is like a bond of trust that exists between a customer and a business. By supplying an organization with sensitive payment data, the customer expects that the organization will do everything in its power to handle the...

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