Growing a business from the ground up is a bit like raising a child. It starts off small and gets bigger—and increasingly complicated—with each passing year.
There is no question that a multichannel customer service strategy can benefit your contact center. Multichannel makes a lot of sense—the more customer service channels you have at your disposal (like voice, SMS, email and live chat)—the easier it...
It was bound to happen sooner or later: Customers are openly demanding access to seamless multichannel customer service options. They’ve gotten a taste of the good life by interacting with brands that do offer such support, and now it’s becoming a...
A troubling trend is emerging in the customer service industry, and we’re calling out every business guilty of contributing to its proliferation.
Partnering with a contact center vendor is no small decision. It requires putting a tremendous amount of trust into a third-party organization to help manage your daily communications and data, and to ensure your business’s strong reputation....
Your business just signed an agreement with a client who insisted on a service level target of 80 percent of calls answered within 20 seconds.
Business owners are scrambling to prepare for a major change in federal overtime regulation, which is set to go into effect on Dec. 1.
Standing out as a business process outsourcing (BPO) provider in the contact center space, where competitors are a dime a dozen, is a trick and a half these days. Just about every BPO offers similar features that were once considered cutting-edge...
Greetings from the Mirage in Nevada, where the Bright Pattern team is on the scene for the 17th annual Call Center Week conference and expo. This is one of our favorite industry events, as it’s a melting pot of the best and brightest ideas from...
There is no getting around a request for proposal (RFP) when searching for cloud CRM software. After all, the RFP is your chance to communicate directly with a large number of vendors and tell them exactly what you are searching for.