Contact Center Blog

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15 Minutes to a Brighter Customer Experience

Mar 15, 2019 7:00:00 AM

What does a brighter customer experience mean to you and your customers? For some of you, it may mean empowering agents in order to wow customers with each phone call. To others, it may mean providing service over new, emerging channels like...

Don’t Call Them a Call Center: How VIPdesk Connect is Redefining CX

Mar 14, 2019 7:00:00 AM

If you were to perform an Internet search for VIPdesk, you might find that they are a leading call center, providing business process outsourcing (BPO) services for luxury brands. However, if you were to speak with VIPdesk’s CEO, Sally Hurley,...

How Will Contact Center Channels Change in 2019?

Mar 13, 2019 7:00:00 AM

Customer-centric businesses are working harder than ever to support all of the contact center channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting...

How Long Should It Take to Set Up an Omnichannel Cloud Contact Center?

Mar 8, 2019 7:00:00 AM

If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center, there would be a very mixed response. Some might say one week, others might say one...

Money Ladder: Climbing Toward Greatness

Mar 8, 2019 7:00:00 AM

As any entrepreneur can attest, getting the right pieces in place is critical to a start-up’s success. It’s not only about finding funding or early adopters, but also developing partnerships with talented managers, employees, and vendors. It’s an...

Are You Omnichannel, Multichannel, or Multimodal?

Mar 7, 2019 7:00:00 AM

You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?

Grow Your BPO With Cloud-based Omnichannel Part 2

Mar 6, 2019 7:00:00 AM

Last week I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly...

Bright Pattern Talks with CX Leaders: Moving Forward by Going Backward

Feb 28, 2019 7:00:00 AM

There’s an old saying that goes, “Dress for the job you want, not the job you have.” Even in this age where sneakers and a T-shirt are becoming common in the workplace, research confirms that donning nice clothes increases focus and leadership...

Why Different Types of Interactions Belong on Different Channels in an Omnichannel Contact Center

Feb 27, 2019 7:00:00 AM

The ways consumers interact with omnichannel contact centers has become increasingly more complicated in the last decade. Products and services have become more advanced and require a higher level of support. Because it is a consumer’s market,...

Grow Your BPO With Cloud-based Omnichannel

Feb 26, 2019 7:00:00 AM

Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their...

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