Contact Center Blog

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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...

ACD in a Modern Contact Center

Aug 31, 2017 7:00:00 AM

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology....

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...

Reply.ai is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Aug 18, 2017 5:59:29 AM

Bright Pattern congratulates Reply.ai for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research.

Gartner Cloud Contact Center and Frontrunners Reports - Siblings or Rivals?

Aug 11, 2017 5:00:00 AM

Gartner has been earning a strong reputation based on its industry analysis of information technology since its founding in 1979. The company is known for its Magic Quadrant reports. It covers the contact center industry with three reports:...

Game of Thrones in the Customer Service Space: Will ServiceNow Win the Crown?

Aug 2, 2017 6:00:00 AM

Much like in the popular HBO show Game of Thrones, there is a noticeable fight happening in the customer service space. A fight to be the number one communication software provider. But who will take the crown?

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