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...
Jane uses ACME Auto Insurance and needs to get in touch with customer service because she just got in a fender bender. She's standing on the sidewalk, next to her car and reaches into her purse for her smartphone to contact ACME. Depending on...
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...
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...
Today, agents increasingly handle multiple interactions at the same time (e.g., chat), the interactions could span multiple media types, and the can be related to same or different contacts. Accounting for what they are working on at each moment of...
mobile customer service
We took a quick look at several major companies within the food delivery industry and the customer service options they provided to their customer base. We were surprised to see that most if not all of these companies had...
You must differentiate, or die, with mobile apps.
Stuart Pike, Executive Director, Digital Audience Measurement, for Nielsen, says that, if you want to get your brand message across to the typical smartphone user, "you’ve got about 90 minutes of...
Live chat, when done 'right' on a website can help buyers learn what they need about your product.
KoMarketing Associates, of Boston, and Dianna Huff, a web marketing consultant based in New Hampshire, have released a B2B Website Usability Report...