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About Brian Hays

Brian is a highly successful sales executive with extensive B2B experience in the software sales and service industry. Over 30 years experience in enterprise sales, sales management and developing strategic alliances.

Bright Pattern Recognized as Leader for Omnichannel Contact Center Software

Jun 25, 2019 7:00:00 AM

We couldn’t be more excited for the annual CCW Awards Gala tonight. The Bright Pattern team has been recognized for its product innovation and named as a finalist for Omnichannel Provider of the Year.

Why Mobile? 90% of Text Messages are Read Within 90 Seconds

Feb 20, 2019 7:00:00 AM

Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer...

Think Email Customer Service is Dead? Think Again

Feb 13, 2019 6:47:37 AM

Social, SMS, live chat, and advanced self-service are creating quite a buzz in contact centers these days, but now’s not the time to forget email. It’s time to make it better. According to Leslie O’Flahavan of E-WRITE, many customers actually...

Self-Service and Automation Customer Care Best Practices

Feb 5, 2019 7:00:00 AM

Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs...

Best Practices in Chat Customer Care

Jan 22, 2019 7:00:00 AM

So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best Customer Care in 2017.

Best Practices in Social Media Customer Care

Jan 16, 2019 5:00:00 AM

Ask your organization this: Would you let the marketing department take over for your contact center agents? No! So why would the marketing department own social media customer service? The usual response is that since the marketing and PR...

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