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...
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...
Call Center Week in Las Vegas, was an absolute success for Bright Pattern! As we expected, many of the companies were talking about Omnichannel solutions, but only Bright Pattern had a live demo, which is already available on the market.
We were...
In previous blog posts we have examined the concept of connected customers: who they are and what behavioral patterns they exhibit. These connected customers are tech-literate and expect to communicate with each other through a wide range of...
The ICMI Contact Center Expo, which took place May 4-7, 2015 at the Walt Disney World Dolphin Resort in Orlando, is considered to be one of the top events for contact center professionals.
As an event sponsor and exhibitor, Bright Pattern was proud...
Recent data indicates that traditional views on the way customers behave and make decisions are no longer correct; consumer behavior has shifted considerably due to the influence of the internet and the new opportunities it brings for connecting...
"A recent report indicated that by 2020 customer experience will be the key brand differentiator, replacing price and product; in another recent survey more than 65% of consumers indicated they’d stop using a brand after just one poor customer...
Google's new click-to-call feature allows people to be connected directly to a business. Google announced that 70 percent of mobile searchers click to call a business directly from Google's search results. Senior product manager of mobile ads for...
A new tool in our Resources section helps with calculating staffing levels:
Agent capacity model will help you to route several multichannel interactions to one agent