Contact Center Blog

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About Darren Prine

As a Senior Sales Executive with Bright Pattern, I help contact centers improve their customer engagement, customer experience and agent utilization. Contact centers leverage our technology to allow customers to connect via virtually any media channel, device or application. Not only that but but customers/agents can move from one channel to another such as voice to SMS or from chat to voice.

Federated Clouds

Oct 13, 2016 6:00:00 AM

A new architectural development allows companies to run multiple instances of a cloud contact center software managed as one single tenant.

Distributed Cloud Technology for Global Customer Support

Oct 11, 2016 4:00:00 AM

There are many challenges to deploying a global contact center (as disscused in last weeks blog), but in most cases, there are more benefits involved in creating local points of presence with virtual contact centers with local representatives....

Current Models of Contact Center Globalizations and Problems Associated

Sep 27, 2016 6:00:00 AM

If you are considering globalization of your contact center operations you are probably starting from one of the two primary scenarios that companies experience when going global and expanding to a secondary call center location.

5 ways to get more out of your call center

Aug 16, 2016 6:00:18 AM

Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...

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...

How Does Video Fit Into Contact Center Customer Service?

Jul 26, 2016 6:00:49 AM

There is no question that a multichannel customer service strategy can benefit your contact center. Multichannel makes a lot of sense—the more customer service channels you have at your disposal (like voice, SMS, email and live chat)—the easier...

Three Reasons Why Bright Pattern Is Unlike Any Other Contact Center Vendor

Jul 14, 2016 6:00:06 AM

Partnering with a contact center vendor is no small decision. It requires putting a tremendous amount of trust into a third-party organization to help manage your daily communications and data, and to ensure your business’s strong reputation....

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