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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,...

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...

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...

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...

Question of the Day: Public, Private or Hybrid Cloud?

May 5, 2016 6:00:17 AM

You have been reading all about the immense power of cloud computing, and how most contact centers are now embracing this technology. At this point, you know that the cloud can reduce not only CAPEX and OPEX but also headaches associated with...

Customer Journey: Are You Making the Journey Along With Your Customers?

Apr 21, 2016 6:00:45 AM

There is a lot of talk right now about the importance of the customer journey. But what does this term actually mean, and why should you pay attention to it?

SOCAP Contact Center Technology Panel Recap - March 2016

Apr 19, 2016 12:11:28 PM

March 30th, SOCAP Southwest met to discuss best practices for contact center technology. Bright Pattern was happy to sponsor the event with panelists; Roger Meador, President of TruSource Labs, Andy Salisbury, President of World Connection, and...

Part 2: How to Start a Contact Center (and Ensure It Is Successful!)

Mar 29, 2016 6:00:03 AM

Last week we began the discussion on how to successfully start a contact center startup. We have three more tips for you this week that should be at the forefront when planning out which technology vendor to partner with.

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