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.
In researching multichannel customer service, you’re bound to come across the term in-app customer support.
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.
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.
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.
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?
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...
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:
Do you think the call center industry is dead? Replaced by the contact center? It’s not just a matter of semantics.