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.

It’s Time to Rethink True Multichannel Customer Service

Mar 22, 2016 6:00:42 AM

Your agents are regularly engaging with customers over two or more channels, like voice, email and perhaps live chat or SMS. This is great—it means your department is using a multichannel customer service strategy to ensure that its contact center...

Flexible CRM Integration: It’s a Deal Breaker

Mar 15, 2016 6:00:42 AM

You’re considering partnering with a cloud contact center provider that looks like the real deal. This company offers a high-quality customer service platform, around-the-clock support and more.

Why You Should Be Using Omnichannel Customer Engagement

Aug 7, 2015 2:10:36 AM

Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device. Why would an organization with a contact center wish to engage their customers from an omnichannel...

What Can A Mobile App Do For Your Contact Center?

May 27, 2015 12:22:56 PM

Jane uses ACME Auto Insurance and needs to get in touch with customer service because she just got in a fender bender. She's standing on the sidewalk, next to her car and reaches into her purse for her smartphone to contact ACME. Depending on...

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