Fonolo

APRIL 27, 2021

The Contact Center Guide to Managing Spikes in Call Volume. The simple answer is to hire more agents, but as any experienced contact center manager will tell you, spending time and money on sourcing talent often leads to making a call center even more expensive. Top Contact Center Technology Trends in 2021.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Bright Pattern

MAY 24, 2018

The National Federation of the Blind notes that there are more than 7 million visually impaired adults in the United States.

Contact center software 46

Contact center software Contact Center Surveys 46

Bright Pattern

NOVEMBER 7, 2017

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities.

Contact Center 99

Contact Center Customer Service 99

Bright Pattern

APRIL 10, 2019

In today’s digital business realm, companies are looking to migrate away from traditional customer service platforms into more robust, cloud-based contact centers (CCaaS). Transitioning to a new software solution can be tricky, especially considering a 2018 Syncsort report that 42% of all companies have experienced a migration failure.

Contact Center 70

Contact Center Customer Service 70

Bright Pattern

JUNE 19, 2019

Customer Contact Week (CCW) Vegas 2019 is next week and the Bright Pattern team couldn’t be more excited. We’re looking forward to hearing from top CX leaders, networking, and learning about new trends and top strategies for improving experience and contact center efficiency.

Contact Center 54

Contact Center 54

Bright Pattern

APRIL 17, 2019

The session was riveting and chock-full of information for industry experts Jeff Marcoux, VP of Marketing at TTEC, Ted Hunting, SVP of Marketing at Bright Pattern, and Michale Pace, Founder of The Pace of Service and President of the NorthEast Contact Center Forum.

Contact Center 55

Contact Center Marketing 55

Pipkins

MAY 16, 2017

Bright Pattern, leading provider of omnichannel cloud contact software integrates with Pipkins to enable the complete contact center solution, including WFM. The solution brings a multitude of benefits to contact center managers and agents alike. About Bright Pattern . San Bruno, CA / St.

Management 40

Management contact center solutions Cloud contact Contact Center 40

Bright Pattern

FEBRUARY 14, 2019

Bright Pattern customers understand the importance of seamless omnichannel communications in the contact center. Technology plays a huge role for sales and customer experience organizations and our customers are here telling you why we outperform the other contact center vendors.

Contact Center 44

Contact Center Sales Technology Customer Experience 44

Bright Pattern

NOVEMBER 15, 2017

With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software industry. Bright Pattern was awarded four out of four possible badges which include; best functionality, best support, best value and most recommended.

Contact center software 59

Contact center software Contact Center 59

Bright Pattern

FEBRUARY 21, 2019

Customer Contact Week (CCW) Australia 2019 is next week and the Bright Pattern team couldn’t be more excited. We’re looking forward to hearing from top CX leaders, networking, and learning about new trends and top strategies for improving experience and contact centre efficiency.

43

43

Bright Pattern

FEBRUARY 6, 2019

At Customer Contact Week (CCW) Nashville, there were three half-day sessions, one of which was on Customer Journey Mapping. To start things off, Customer Contact Week and IQPC analyst Brian Cantor presented findings from IQPC’s recent journey mapping research.

Journey mapping 47

Journey mapping 47

Bright Pattern

JANUARY 10, 2019

The winter break has come and gone, and the Bright Pattern team is eager to head to Nashville next week for the annual Customer Contact Week (CCW) Winter conference.

Customer Experience 41

Customer Experience 41

Bright Pattern

APRIL 11, 2018

Last month, we welcomed Brian Hays to the Bright Pattern team as the Senior Vice President of Global Sales and featured him in a Q&A discussion on his experience in the contact center space.

Contact Center 44

Contact Center Sales Call Center Technology 44

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 64

Contact Center Analytics Coaching Self service 64

Bright Pattern

DECEMBER 19, 2018

Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies. 2018 was a big year for the customer experience (CX) space.

Contact center software 41

Contact center software Contact Center Enterprise Technology 41

DMG Consulting

JUNE 14, 2022

DMG Consulting Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report .

Consulting 48

Consulting Consulting Contact Center Marketing 48

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 52

Contact Center Analytics Coaching Self service 52

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Customer Service Life

FEBRUARY 5, 2018

Maybe not for all companies and contact types but there are still situations where the ability to speak with someone is the best way to go. From the contact center side, it just looks like a normal call, preventing potential abandoned calls, and makes it easy to get an accurate picture of call volume to staff the queue accordingly.

Abandon Call 79

Abandon Call Wait times Interactive Voice Response Contact Center 79

Callminer

APRIL 23, 2019

All traffic from unsafe networks and hosts should be restricted, and there should never be any direct access between any network component containing cardholder data and the Internet.” – Scott Kendrick, Vice President of Marketing at CallMiner, 10 Keys to PCI Compliance in the Contact Centre , Contact-Centres.com; Twitter: @contactcentres.

Best practices 159

Best practices Call Center Banking Contact Center 159

Maru Group

JANUARY 21, 2020

While a clinician does the same thing, the quick creation of a differential diagnosis is based on a learned pattern of recognition based on patient history, exam, labs, imaging, and pathology. Even small changes in the data can confuse a machine learning system, obscuring patterns and confounding predictions.

Healthcare 40

Healthcare Personalization Consulting Consulting 40

Customer Service Life

JANUARY 22, 2018

These include companies like InContact, Calabrio, Genesys, Interactive Intelligence, Bright Pattern, and others that offer the ability to manage any and all support channels under one system. Do you know how much time is wasted in your contact center when agents have to search for duplicate tickets from the same customer?

Customer Service 60

Customer Service APIs Contact Center CRM 60

Bright Pattern

MARCH 20, 2019

Over 5,000 customer engagement professionals are about to descend on ExCel London (ExCel Exhibition Centre) for the Call and Contact Centre Expo, Europe’s largest customer experience event of the year.

Cloud contact 10

Cloud contact Contact Center Customer Experience 10

Lumoa

OCTOBER 31, 2018

Rüdiger Pläster, Executive Managing Director at ORT Medienverbund “I do see a bright future of all facets of CX.?Never Customer surveys, deep dives into customer service contacts, and conversations with key customers are great ways to fuel continuous improvement. data security, gig economy, AI, machine learning).”

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Russel Lolacher

MARCH 20, 2023

The other internal work is really getting a sense of your own coercion and control patterns, you know, what is it that you do, when you are trying to get somebody to do something you want them to do? Should we be looking at a bright future? And then also how you respond to people when, especially when things go wrong, right?

Coaching 98

Coaching Personalization Consulting Consulting 98

SmartKarrot

DECEMBER 9, 2021

The future of personal digital assistants is quite bright. contact-form-7]. Scrutinizing traffic patterns to suggest the best time to leave your home in the morning. Future of personal digital assistants. Let’s now divert our attention to some things that we can expect from personal digital assistants in the near future.

Personalization 10

Personalization Engineering Wireless Enterprise 10

Waterfield Technologies

OCTOBER 9, 2018

Waterfield Technologies and Bright Pattern partner to deliver a comprehensive approach to application lifecycle management for Interactive Voice Response and omnichannel self-service solutions. Tulsa, Oklahoma – October 09, 2018 – […].

Self service 40

Self service Interactive Voice Response Technology Management 40

Bright Pattern

APRIL 19, 2018

At Bright Pattern, our customers have an option to avoid single telco lock-in by bringing their preferred carrier, grandfathering their existing negotiated telecom contracts or enjoy our competitive carrier mix.

Cloud contact 53

Cloud contact Contact Center 53

Dialer 360

OCTOBER 29, 2018

The contact center is a centralized office place to facilitate. The contact center can also use a suit that includes a tool for telephone switch functions. A contact center will able to provide the system and trained to ensure the quality services. Reason to identify patterns in user behavior. Compliance Procedure.

Contact Center 20

Contact Center Interactive Voice Response Call Center Consulting 20

C Space

SEPTEMBER 4, 2020

Pret needs to adapt itself to the changes of customer patterns and that’s where we’ve been very focused.” Airfreight is going to be a bright spot for carriers at least for this year because while borders are closed that doesn’t mean people aren’t buying,” said Um Kyung-a, an airline analyst at Shinyoung Securities Co.

Airlines 40

Airlines Sales Accountability Marketing 40