About Andrew Huang

Create content that cultivates interest in cloud-based, AI-powered, omnichannel technology.

    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 […]Continue reading

    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.  […]Continue reading

    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 […]Continue reading

    Outbound contact centers and businesses that handle outbound interactions need to connect with as many potential customers and clients as possible, but also need to focus on providing a  great customer experience that’ll help build great customer relationships as well as improve customer satisfaction. CRMs can help power outbound interactions and personalize them through a […]Continue reading

    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 […]Continue reading

    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 […]Continue reading

    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 […]Continue reading

    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) […]Continue reading