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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...

Don’t Tank Customer Service to Save Money—There’s a Better Way

Jul 19, 2016 6:00:07 AM

A troubling trend is emerging in the customer service industry, and we’re calling out every business guilty of contributing to its proliferation.  

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...

Gartner: Growth, Customer Service Are Top Business Priorities in 2016

Jun 1, 2016 6:00:06 AM

Good news, contact center BPOs:. The C-suite has spoken, and providing superior customer service has made the list of the top business priorities in 2016, right under growth.

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