White Papers

The US Contact Center Decision-Makers’ Guide 2018-19: The Omnichannel Chapter

This report discusses the current state of omnichannel customer support, taking a look into which industries are providing omnichannel engagement, the current state and future projections of channel usage, as well as barriers to omnichannel and how to overcome them.

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Special Report: The State of Chatbots

Ensure your chatbot initiatives pass a “customer centricity test. This special report reveals the framework for that test. It explores the questions you need to ask — and the steps you need to take — to truly harness the power of chatbot technology.


The US Contact Center Decision-Makers’ Guide 2018-19

The “US Contact Center Decision-Makers’ Guide (2018/19 – 11th edition)” is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.

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Serving Customers Globally from the Cloud

While expanding your international footprint is exciting, deploying a global contact center can be exhausting and there are a few different technology models to consider. This white paper discusses challenges and considerations for taking your contact center operations global and explain the latest architecture options to address them.

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How to Reduce Call Abandonment in a Call Center

Abandoned calls – the calls that were dropped by callers while waiting for an agent – are bad for business. These are the people that needed to contact your business that left unsatisfied. The article addresses a number of ways of how to reduce the number of abandoned calls in a call center.

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Predicting Handle Time

Is average handle time a good indicator of how long it would actually take to handle an interaction?

In this article, we are discussing handle time metric, its applicable statistics, and learn how to predict it.  We use a real-world dataset recorded from an outbound campaign that was run in the Bright Pattern cloud contact center. We show how to treat experimental data and apply statistical methods.

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High Availability and Fault Tolerance in Cloud Call Center Environments

Contact center systems help companies manage high volumes of customer communication. Any interruption or degradation of service in their operation has multiplied impact.

This is why high availability (minimized service unavailability or downtime) and fault tolerance (continued availability as well as a continuation of service when some parts of the system fail) are of utmost importance in contact center systems design and operation. It is even more important for cloud-based contact center software systems.

The article describes the decisions taken during Bright Pattern software platform development related to high availability and fault tolerance.

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Outbound WFM Calculator

The calculator helps estimate the number of agents needed for running an outbound campaign.

Call Center Calculator

The Call Center Calculator finds the number of agents needed to calls in a contact center while maintaining a preset service level or average speed of answer – a key part of Workforce Management. The key advantage of the calculator is accounting for abandonment rate. This feature works when traditional Erlang-C calculators will not help.

What are Your Agents Focused On?

The notion of agent focus helps us identify what agents are working with and what is their occupancy at each moment of time.

The simultaneous handling of contact center interactions of different media types becomes very important in today’s contact center environments as agents multitask more and more. Indeed, they work with different customers, with different interactions, and utilize different applications. To improve customer service, this multitasked activity must be optimally arranged, increasing agents’ productivity and utilization while reducing the overall total cost.


From Plain Telephony to a Rich Contact Experience

A retrospective look at the evolution of communications technology in contact centers:  an overview of the evolution of communication means between customers and businesses, the associated technologies, and the demands this change is placing on people and resources.


How to Keep Your Agents Busy – Agent Capacity Model

Guess how many customer interactions a contact center agent can handle simultaneously? One or ten? Can the agent work with several customers concurrently? If yes, how we should distribute interactions to such agents?

In this article we will answer all of these questions and introduce a logical mechanism known in the contact center industry as Agent Capacity Model, enabling us to solve all of these problems.