By now most businesses know the importance of investing in the customer-centric approach to the customer experience. Recent research from Customer Contact Week, further emphasizes this. Below are five key takeaways you need to know to improve your...

IVR is Here to Stay

Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service. Many businesses use Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via...

Today’s customers require 24/7 access to answers, whether through voice, email, chat, IM, or self-service. With so much of technology services moving to the cloud, how do contact center managers plan for reliability and resiliency in their CC...

Gartner owned online review site, Capterra, is “always looking for ways to make buying the right software easier for businesses”. With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software industry. ...

How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check? Hiring more agents is only part of the equation. The other part is to use advanced digital technologies...

Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the bottom...

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities. But, as a Bright Pattern's new customer and online lender discovered, with the right infrastructure, the contact center can serve...

Artificial intelligence is quickly becoming a ubiquitous technology in consumer devices and services. What does it mean for the future of the contact center and how organizations serve customers?

We tend to think of omnichannel as a technical capability of contact centers.  What decision-makers should not overlook is that omnichannel is also about agent performance.

Bright Pattern was a proud sponsor at this years Zendesk Relate Live Annual Conference. There were many trending topics at the conference but one theme strongly stuck out to our team was simplifying the customer experience though advanced technology.