7 Reasons to Switch to a Cloud-Based Call Center
At this point in our society, nearly every business uses cloud-based software on some level. You’ve undoubtedly experienced its many benefits: automatic updates, zero downtime, digital workspaces, the ability to promote remote work, flexibility, and more. Still, when it comes to your call center, tradition can have a pretty strong hold. Many of the concerns […]
Calculating Your ROI with your Outbound Call Center Software
You’ve read about the features and benefits of your outbound call center software, and it all sounds great. You’re ready to buy, but there’s one lingering question: how will I know if it’s working? Calculating the return-on-investment (ROI) on your outbound call center solution is essential. It’s also not as difficult as it might seem. […]
Tips to Reduce Call Center Abandonment
Abandoned calls are when calls are dropped while in a call center queue. Abandoned calls are signs of missed opportunities and bad customer service, as customers who abandon calls are usually left dissatisfied with the CX and may be irritated with not being able to have their issue resolved. Here are some tips for reducing […]
6 Best Practices to Optimize your CRM Customer Service
Today’s customers don’t just want good prices—they want experiences and relationships. They want brands they can rely on for quality service at all times. And at the core of this customer-consumer relationship is exceptional customer service. For example, 80% of consumers say they feel emotionally connected to brands after their support solves a problem for […]
Frost and Sullivan’s Latest Take on Bright Pattern
Frost and Sullivan, one of the leading analysts and consultants in the technology space, recently released their take on Bright Pattern’s call center software platform. Dividing Bright Pattern’s performance into innovation and growth, Frost and Sullivan’s analysis of Bright Pattern included many statements about the innovative nature of the company as well as how fast […]
What’s Next with Omnichannel Quality Management – “The Future of CX – What’s Next?” Workshop Recap Part 4
Topic: What’s Next with Omnichannel Quality Management Ted started off this section by sharing these slides and information from a recent Bright Pattern survey on omnichannel quality management. The survey showed that: Improving CX is a Top 3 priority of most companies (Gartner) But you can’t improve what you can’t measure of most companies (Gartner) […]
Acting in the Moment with Omnichannel Quality Management
Among business executives, 64% consider customer service crucial to their firms’ growth. Customers expect top customer service from all channels when doing business with you. If you can’t deliver, they’ll turn to a competitor. Omnichannel quality assurance is the key to keeping your service on point. In this article, you’ll learn what it is, its […]
What’s Next? AI – “The Future of CX – What’s Next?” Workshop Recap Part 5
In Bright Pattern’s multi-part series to recap of its workshop at CCW Vegas, titled “The Future of CX – What’s Next?”, we have covered many parts of the workshop including omnichannel quality management and the use of new mobile channels. The workshop featured insight from the audience (many of whom are customers with fascinating use […]
What’s Next with Remote Employees and Working from Home – “The Future of CX – What’s Next?” Workshop Recap Part 3
At CCW Vegas 2022, the world’s largest contact center event, Bright Pattern presented an informative workshop discussing the future of customer experience technology and how to adapt technology to meet the needs of the new digital age. The workshop featured an esteemed panel of experts, including Othmar Mueller von Blumencron, Senior Vice President of Sales […]
Bright Pattern is Heading to CCW Europe!
Bright Pattern, the leading provider of omnichannel call center software, is heading to CCW Europe! CCW Europe is one of the largest CCW events in the world, and brings together the best and brightest of the CX industry and contact center industry for 3 days. CCW Europe 2022 will be held in Amsterdam, Netherlands from […]