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Sweden Becomes First Country to Launch a National Cloud Contact Center

May 19, 2016 6:00:55 AM

In one of the most intriguing stories from around the global telecommunications ecosystem, Sweden recently became the first country to implement a national cloud contact center.

What Exactly Is In-App Support?

May 17, 2016 6:00:58 AM

In researching multichannel customer service, you’re bound to come across the term in-app customer support.

Is the Contact Center Obsolete?

May 12, 2016 6:00:14 AM

Right now your team is building a new business model from the ground up, cherry-picking the best ideas and steering clear of any that could be seen as tired or irrelevant.

It Takes Years for Call Center BPOs to Build Trust With Clients

May 3, 2016 6:00:13 AM

Nobody ever said it was easy running a business process outsourcing (BPO) company in the contact center space. In many ways, a call center BPOs' operation is mission critical, as there is no rest and no room for error.  

Bright Pattern Quickly Becoming the #1 Multichannel Vendor for BPOs

Apr 27, 2016 4:00:33 AM
Bright Pattern is quickly becoming the technology choice of large and small BPOs. Why? BPOs can leverage Bright Pattern's omnichannel contact center platform to have a competitive edge over their competition, win new business and increase their...

Is Your Emergency Contact Center Low on Resources? Don’t Despair

Apr 26, 2016 6:00:33 AM

Right now, the city of Memphis, Tenn., like many other municipalities, is facing a challenge with its emergency contact center: It doesn’t have enough staff to answer calls in a timely manner.

Customer Journey: Are You Making the Journey Along With Your Customers?

Apr 21, 2016 6:00:45 AM

There is a lot of talk right now about the importance of the customer journey. But what does this term actually mean, and why should you pay attention to it?

SOCAP Contact Center Technology Panel Recap - March 2016

Apr 19, 2016 12:11:28 PM

March 30th, SOCAP Southwest met to discuss best practices for contact center technology. Bright Pattern was happy to sponsor the event with panelists; Roger Meador, President of TruSource Labs, Andy Salisbury, President of World Connection, and...

Putting It All Together: Save Money With Multichannel Customer Service

Apr 19, 2016 6:47:26 AM

Over the last few weeks, we’ve been advocating that you use the following customer service platforms as a part of a “multichannel customer service” strategy in your contact center:

The Call Center Industry is Dead

Apr 7, 2016 6:00:33 AM

Do you think the call center industry is dead? Replaced by the contact center? It’s not just a matter of semantics.

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