Call Center vs Contact Center: Understanding the Key Differences

The differences between contact centers and call centers are fundamental. Both are places where customers come for help and receive customer support, but their capabilities in terms of technology and how they deliver the customer experience are vastly distinct. Knowing their differences lets your brand make the best choice for reliable, accessible customer service. So […]

How Omnichannel Call Centers Help Drive Your Business Sales

First, let’s understand exactly what an omnichannel call center entails. Bright Pattern’s call center software solution is cloud-based and omnichannel, giving you the ability to communicate across all channels: text, email, voice, social media, video, live chat, and web chat, including messenger apps like Facebook Messenger and WhatsApp. Customers expect to be able to use […]

Tips for SOC 2 Compliance

Running a call center means handling customer data and sensitive information that needs to be kept secure. This means having features that keeps data secure, access controls for sensitive information, as well as secure data transmission. One of the main compliance procedures to help ensure that a contact center software is compliant and secure is […]

Making Omnichannel Work for Customers & Agents

Without a doubt, the future of customer service is omnichannel. In fact, according to a recent study, 9 out of 10 customers demand omnichannel support. Omnichannel contact centers make client support easier by seamlessly connecting all channels (e.g., text, email, chat, voice, etc.). An omnichannel platform connects all of these channels into one, seamless conversation […]

How to Choose the Right IVR Software for Your Business

IVR technology is critical for inbound call centers that want to optimize their call center performance, the performance of their call center agents,and improve KPIs and metrics. To ensure that contact centers are delivering the best possible service during inbound interactions and incoming calls, call centers need a powerful, advanced IVR that can personalize the […]

Tips for Integrating Microsoft Teams into Your Call Center Software

Having an internal business communication platform, like Microsoft Teams, is important to help keep your call center agents and employees stay connected, especially when your call center is managing a remote workforce. With the COVID-19 pandemic and the rise of the remote workforce, Microsoft Teams has become a larger player in the call center space, […]

Why You Need Government Call Center Software

Government call center software is a type of software that allows government agencies to manage and monitor their call center operations. This software can help agencies to optimize their resources, manage their customer interactions, and report on their performance. Additionally, government call center software can help agencies to improve their customer service and better serve […]

Top Features of Medical Call Center Software

Medical call center software is a vital tool for healthcare organizations. It enables them to manage and coordinate patient care, as well as support other administrative tasks. There are many features that make medical call center software a valuable resource for healthcare providers. Some of the top healthcare call center software features include:  Automated Call […]

The Bright Pattern Forecast for CX in 2022 Part 4

Last week we published part 3 of our 2022 forecast and trends which talked about how Bright Pattern can help you achieve your goals in the new year. This blog will continue on the theme of 2022 trends and strategies with two more ways you can improve your outbound calling and IT service management in […]

The Bright Pattern Forecast for CX in 2022 Part 3

Last week we published part 2 of our 2022 forecast and trends which talked about two of the top strategies which will help CX teams thrive in this new world. This blog will continue on that theme and discuss how Bright Pattern can help you achieve your goals in the new year. Jump Into a […]