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PCI Compliance: What It Is and How Call Centers Achieve Compliance

Mar 29, 2018 6:52:28 AM

The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed to ensure PCI compliance surrounding credit card transactions and cardholder data.

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...

Tech Support for IoT Gadgets Slashes Agent Training Time by 50% with Bright Pattern

Mar 22, 2018 6:54:18 AM

As the fastest growing company in Texas, TruSource Labs relies on Bright Pattern to deliver innovative tech support services for Internet of Things (IoT) consumer products. TruSource Labs needed a technology partner that would continue to...

Improve Customer Experience by Handling Exceptions with Care

Mar 21, 2018 7:00:00 AM

Understanding how your company handles exceptions to the norm can reveal pitfalls in an otherwise successful scheme, and how you learn from them are what ultimately can  improve the customer experience (CX). The fact is that no matter how good...

Detecting Dissatisfied Customers with Call Center Integration for Zapier

Mar 16, 2018 7:00:00 AM

We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.

The Hangups of IVR

Mar 13, 2018 7:00:00 AM

Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a...

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Mar 8, 2018 7:00:00 AM

According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer...

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Mar 7, 2018 6:36:52 AM

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. Many vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud,...

Q&A: Bright Pattern Welcomes Industry Vet, Brian Hays, to its Executive Team

Mar 1, 2018 7:00:00 AM

Bright Pattern welcomed Brian Hays to the company’s executive team as the Senior VP of Global Sales. A long time industry vet with 18 years’ experience at Genesys, Brian has a wealth of industry knowledge that we thought we would bring to you in...

2018 Contact Center Trends Part 2: Enhance CX

Feb 28, 2018 6:43:17 AM

Last week we shared our top three trends for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.

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