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...
About Darren Prine
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.
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.
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 percent...
Try this experiment: Google “stopwatch.” Then, dial your business’s toll-free number and hit the blue start button. You’re about to experience exactly what your customers go through when they attempt to contact your organization.
In researching multichannel customer service, you’re bound to come across the term in-app customer support.
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...
Bright Pattern is quickly becoming the technology choice of large and small BPOs. Why? BPOs can leverage Bright Pattern's omnichannel contact center platform to have a competitive edge over their competition, win new business and increase their...
Landing a client as a business process outsourcing (BPO) provider in today’s competitive environment is difficult. Keeping that client is even harder—especially in the contact center arena, where performance results are highly-measurable and a...
Put yourself in your customer’s shoes, and imagine you are browsing your company’s website in search of a live chat option—but it’s nowhere to be found. Chances are likely you’ll ask, “Why aren’t they offering this basic customer service feature? I...