Contact Center Blog

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About Sergey Menshikov

Vice President of Product Management at Bright Pattern with 20+ years in the contact center space.

Multi-Cloud Solutions Steer Clear of Cloud Failure

Apr 25, 2018 7:00:00 AM

What can be done when your cloud provider fails? When customers ask us, we recommend that they consider a multi-cloud contact center architecture for enterprise deployments. The reason is simple—no provider can be exempt from failure, not even...

Transition to the Cloud to Reduce Operational Expenses While Improving Customer Experience

Apr 12, 2018 6:44:56 AM

As a well established and award-winning technical support company, 80024Support had the goal of aligning their infrastructure and technology investments with its company’s vision to provide unrivaled customer experience solutions. In order to...

Can a Cloud Contact Center Be Built from APIs?

Mar 28, 2018 6:37:18 AM

Twilio, the global cloud communications platform, is the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and task distribution tools can and should...

Gartner Cloud Contact Center and Frontrunners Reports - Siblings or Rivals?

Aug 11, 2017 5:00:00 AM

Gartner has been earning a strong reputation based on its industry analysis of information technology since its founding in 1979. The company is known for its Magic Quadrant reports. It covers the contact center industry with three reports:...

Top Challenges of Global Contact Center Deployment: Part 2

Oct 4, 2016 4:00:00 AM

Last Thursday we talked about the top three challenges of taking call center operations global. Because globalization isn’t going to stop any time soon, we decided to provide Bright Pattern’s full list of hurdles to consider in today’s blog post.

Top Challenges of a Global Contact Center Deployment: Part 1

Sep 29, 2016 6:00:00 AM

Your company is thinking of expanding its contact center into an international market, in either  Europe or Asia. That’s great, as this means that your business is thriving and turning a great profit. Before you celebrate your expansion, though,...

Three Ways Your BPO Operation Is Scaring Away Contact Center Customers

Aug 9, 2016 6:00:13 AM

Look: It’s not easy to make money as a business process outsourcing (BPO) provider in the contact center arena. Your business, after all, is competing with hundreds of other BPOs for customers.

New Federal OT Regulations Could Be a Boon for Contact Center BPOs

Jul 7, 2016 6:00:06 AM

Business owners are scrambling to prepare for a major change in federal overtime regulation, which is set to go into effect on Dec. 1.

Let’s Talk About Your Call Abandonment Problem

May 9, 2016 6:00:15 AM

Right now your contact center is faced with a problem that is costing your company a great deal of business: Agents aren’t picking up the phones fast enough. As a result, customers are hanging up and may be fleeing to competitors.

Contact Center Outsourcing Best Practices

Apr 29, 2016 6:00:46 AM

When the decision is made to outsource part of your contact center calls to an outside vendor, it can be difficult to select a vendor to route your calls to. When outsourcing the calls you are typically forced to use the technology the outsourcing...

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