Contact Center Blog

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Flexible CRM Integration: It’s a Deal Breaker

Mar 15, 2016 6:00:42 AM

You’re considering partnering with a cloud contact center provider that looks like the real deal. This company offers a high-quality customer service platform, around-the-clock support and more.

Service Level Calculations Infographic

Dec 7, 2015 7:34:36 PM

I always have a hard time reading service level formulas. Indeed, a couple of online publications list the same calculation twice, worded differently. We at Bright Pattern use the formula #4 so that short-abandoned calls have no impact, as people...

What’s a Good Service Level or ASA Target?

Nov 24, 2015 12:07:26 AM

Selecting an acceptable service level threshold and average speed of answer target has always seemed an inexact science to me. Where should the numbers come from? Why must the calls be answered in 20 seconds?

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...

Beat the Competition with Future Technology

Oct 17, 2015 12:02:32 AM

The future is here, are we?

The largest transformational lifestyle changes we are experiencing are related to huge advances in data communications and storage technologies. Come to think about it: it is much easier to search today than memorize - we...

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 to...

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...

Why You Should Be Using Omnichannel Customer Engagement

Aug 7, 2015 2:10:36 AM

Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device. Why would an organization with a contact center wish to engage their customers from an omnichannel...

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 messages....

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 more...

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