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Stop Living in Fear of Your Contact Center Service Level Agreements

Jul 12, 2016 6:00:56 AM

Your business just signed an agreement with a client who insisted on a service level target of 80 percent of calls answered within 20 seconds.

New Federal OT Regulations Could Be a Boon for Contact Center BPOs

Jul 7, 2016 6:00:06 AM

Business owners are scrambling to prepare for a major change in federal overtime regulation, which is set to go into effect on Dec. 1.

BPO Tips: How to Be Irresistible to Contact Centers

Jul 6, 2016 6:00:20 AM

Standing out as a business process outsourcing (BPO) provider in the contact center space, where competitors are a dime a dozen, is a trick and a half these days. Just about every BPO offers similar features that were once considered cutting-edge...

It’s a Whole New Ballgame in Customer Service... Is Your Brand Prepared?

Jun 30, 2016 6:00:35 AM

Greetings from the Mirage in Nevada, where the Bright Pattern team is on the scene for the 17th annual Call Center Week conference and expo. This is one of our favorite industry events, as it’s a melting pot of the best and brightest ideas from...

RFP 101: Key Demands to Include for Cloud Contact Center CRMs

Jun 29, 2016 6:00:56 AM

There is no getting around a request for proposal (RFP) when searching for cloud CRM software. After all, the RFP is your chance to communicate directly with a large number of vendors and tell them exactly what you are searching for.

Seamless Scalability: A Deal Breaker for Cloud Contact Center Software

Jun 23, 2016 6:00:59 AM

Imagine a growing family in the market for a new house that can accommodate additions. It makes sense for this family to buy a large house rather than run out of room and be forced to move again or stay in a space that cannot meet its needs.

BPOs: Run Multiple CRM Solutions at the Same Time

Jun 21, 2016 6:00:55 AM

As a contact center business process outsourcing (BPO) unit, speed and flexibility are your bread and butter. Customers approach your business because they need problems solved quickly and, as such, they expect you to accommodate them in a timely...

Multichannel Contact Center Service: Keep it Simple!

Jun 15, 2016 6:00:40 AM

We get it: Your contact center is struggling right now. Your agents can barely handle phone calls during peak times. So the thought of adding additional customer service channels—like SMS, live chat and email—must seem like a crazy idea.

Market Watch: It’s Time to Mobilize Your Customer Service Strategy

Jun 14, 2016 6:00:04 AM

To say that we are in the middle of a mobile revolution is a gross understatement. According to GSMA, five years ago just one in 10 people owned a mobile subscription. Today, mobile subscriptions are owned by half of the world’s population—and an...

Security Remains a Major Barrier to Cloud Contact Center Adoption

Jun 2, 2016 6:00:39 AM

Faith in cloud adoption is soaring among IT professionals. According to one recent study, 95 percent of IT professionals claimed they are using the cloud (a 2 percent increase from 2015). 77 percent are using private cloud services, and 71...

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