Top 8 Essential Call Center Features You Need
Call centers aren’t going anywhere in the digital age. Thanks to advances in cloud technology, they’re becoming more advanced than ever. Call centers are the nerve center of your customer service efforts. Phone agents are the most effective solution to solving client issues. Without a call center, your clients are stuck with second-rate solutions, causing […]
How CCaaS is Changing in 2022
Customer service and improving the customer experience is no exception to the transformations happening in all businesses since the pandemic. Businesses learned they needed to be more nimble, customers needed to connect on new channels like messengers, and cloud contact center software which is by it’s nature nimble became more central to companies to improve […]
What is the Difference Between UCaaS and CCaaS?
Cloud-based call center software-as-a-service offerings are extremely popular, and for good reason. Cloud-based software solutions help businesses of all sizes streamline their communications. This includes tools for internal collaboration and tools for enhancing their customer experience.These tools are easily accessible by businesses do to the scalability, cost-effectiveness, and flexibility of a CCaaS solution. There are […]
Conversational IVR vs Traditional IVR: What’s the Difference
Conversational interactive voice response (IVR) makes support faster and more personalized for clients than traditional IVR. And in an age of chatbots and email, 42% of people still prefer phone calls for customer support. Personal service and a personalized customer experience boosts conversions, and there’s nothing more personal than talking to a human. But humans […]
How Government Agencies Can Benefit from Call Centers
In the simplest sense, the role of government is to represent and serve its constituents, those who live under its influence. The government is responsible for improving the community, representing their constituents, and delivering basic services while ensuring that the community runs smoothly. Customer service, therefore, is more than a nice-to-have. It’s essential in the […]
How Artificial Intelligence Improves CCaaS
As the contact centers as a service (CCaaS) model’s evolved, AI customer service tools have become a useful feature that allows call centers to improve various aspects of the customer and agent experience. Customer service AI boosts customer satisfaction, worker efficiency, and your business’s ROI. And AI is filling more advanced roles in customer service […]
4 Tips for Getting the Most Out of Your Cloud Call Center Software
Moving your call center software to the cloud is a great way for your call center to maximize workforce efficiency while optimizing costs and spending. A cloud-based call center solution can boost your business performance and improve your business dynamics when done right. Here are tips on how your call center can get the most […]
How to Optimize Call Center Costs
Running a call center is crucial for many businesses that want to provide customer service and give customers an outlet to connect with. However, call centers can also be expensive to operate and maintain depending on the platform that is chosen and the technology that you integrate with your call center platform. For this reason, […]
CCW Vegas 2022 Recap
CCW Vegas 2022, the world’s largest contact center event from June 20 until June 23, 2022, was a major success! Bright Pattern, an exhibitor as well as workshop presenter at CCW Vegas 2022, was proud to be a participant, sponsor, and exhibitor at the event. Here is the CCW Vegas 2022 Recap. Runner-Up for CCW […]
How to Compare Call Center Software
Call center software and figuring out which one to select can be a major business decision for organizations and companies. Choosing the right call center software can improve customer service, save time and costs for businesses, and improve workforce performance and productivity. Choosing the wrong call center software, however, can actually make operating a call […]