Contact Center Blog

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The Value of Continuous, Insights-Driven Agent Feedback

Aug 2, 2018 7:00:00 AM

Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes....

5 Keys: Effortless, Personal, Omnichannel Cloud Customer Service (Part 2)

Jul 31, 2018 7:00:00 AM

Last week we launched Part one of our Effortless, Personal Omnichannel Customer Service blog series and gave you our top two tips! You learned in Part one what makes a true omnichannel contact center and why omnichannel is the key to survival (be...

Make Better Business Decisions: The Importance of Contact Center Surveys

Jul 27, 2018 7:00:00 AM

Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys...

Why Happy Agents Make Happy Customers

Jul 26, 2018 7:00:00 AM

Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation,...

5 Keys: Effortless, Personal, Omnichannel Cloud Customer Service (Part 1)

Jul 25, 2018 7:00:00 AM

“How do I get started with effortless, personal, omnichannel customer service?”

This question is one that I frequently get from the biggest to the smallest brands and everything in between. As much as the term “omnichannel” has been used—and...

Context in Conversations Will Make or Break Your Customer Experience

Jul 17, 2018 2:45:22 PM

Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context.

Four Takeaways from CX Leaders at Customer Contact Week Vegas

Jul 12, 2018 7:00:00 AM

Coming back from Customer Contact Week (CCW) 2018 in Las Vegas, Nevada, the largest customer service and contact center trade show, the seemingly “old” subject of customer service looked refreshingly new with discussions of bots and AI. It was...

Transcosmos Supports a Global Network of Call Centers with an Omnichannel Interface by Bright Pattern

Jul 11, 2018 7:00:00 AM

Transcosmos is a trusted partner to large global retailers that wish to offer localized support in every territory in which they do business. Transcosmos provides highly trained customer service agents who speak the language and understand the...

What Do Industry Luminaries Like Ovum Say About Bright Pattern?

Jul 10, 2018 7:00:00 AM

This year, Bright Pattern ranked No. 1 across multiple categories evaluated by industry analysts Gartner and Ovum. Their reports are designed to help business decision makers like you evaluate which software products are best for your...

Bright Pattern Outranks Top Competitors in Gartner’s FrontRunners Quadrant

Jun 29, 2018 7:00:00 AM

Bright Pattern is happy to announce our position as a leader in the Gartner FrontRunners quadrant for the second year in a row! Our stellar rankings are the direct result of the usability of our software, plus an overwhelming amount of positive...

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