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There are Better Social Customer Service Channels than Twitter and Facebook

Nov 5, 2015 2:45:43 AM

For many people, it may well be easier and preferable to connect with your business via a channel that they are already active on versus picking up the phone or initiating a live chat. In recent years, social media was moved swiftly into the realm...

Seizing the Future of Customer Service: Messaging Apps for B2C

Aug 29, 2015 2:02:08 AM

Savvy businesses understand the importance of efficient, effective customer support—maintaining a good relationship with an existing customer means more sales, better word-of-mouth, fewer returns, and ultimately, more profit. So if you’re looking...

Messaging Apps Poised to Send Calling on the Phone into Extinction

Aug 14, 2015 10:31:15 PM

It’s been a joke for over a decade, but the time’s rapidly approaching when using a telephone to make actual phone calls will be a rare, strange thing. The rapid evolution of alternative communication technologies such as messenger apps, VoIP...

Text Messages as a Two-Way Communication With Customers

Jul 24, 2015 4:38:57 PM

Text messages are widely considered to be a very reliable channel for reaching customers. The best example of this is in the banking industry, where more than 33% of customers receive their primary information about their account via text...

Improve Customer Service For Mobile Users

Jul 14, 2015 5:54:15 PM

How often are consumers using their mobile devices to seek customer service?

Are they finding the answers they need or running into problems?

Software Advice, trying to answer these two questions, surveyed 315 U.S. consumers and found that far...

Call Center Week in Las Vegas was an absolute success!

Jun 26, 2015 4:33:38 PM

Call Center Week in Las Vegas, was an absolute success for Bright Pattern! As we expected, many of the companies were talking about Omnichannel solutions, but only Bright Pattern had a live demo, which is already available on the market.

We were...

The Gap Between Enterprises and Connected Customers

Jun 5, 2015 1:29:36 PM

In previous blog posts we have examined the concept of connected customers: who they are and what behavioral patterns they exhibit. These connected customers are tech-literate and expect to communicate with each other through a wide range of...

Call Center Week 2015

Jun 1, 2015 3:44:29 PM

Bright Pattern is excited to announce that we will be exhibiting at the IQPC Call Center Week 2015.  We will have a booth #823 showing demos on 2 large projection screens of our next generation, omnichannel contact center solutions.

Does your...

ICMI Contact Center Expo & Conference 2015

May 12, 2015 8:08:07 PM

The ICMI Contact Center Expo, which took place May 4-7, 2015 at the Walt Disney World Dolphin Resort in Orlando, is considered to be one of the top events for contact center professionals.

As an event sponsor and exhibitor, Bright Pattern was...

The customer landscape is shifting: has your business caught up yet?

Apr 28, 2015 1:53:16 PM

Recent data indicates that traditional views on the way customers behave and make decisions are no longer correct; consumer behavior has shifted considerably due to the influence of the internet and the new opportunities it brings for connecting...

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