Using Remote Assist to Make ITSM More Efficient
IT service management and enterprise service management is dedicated to delivering fast, efficient service to members of the organization as well as end users that might be outside the organization. Efficiency and effectiveness of service delivery is crucial for all parts of the IT Service Management cycle, including incident management, request management, problem and change […]
Come Visit Bright Pattern at SupportWorld 2022!
Bright Pattern, one of the leading providers of omnichannel communication platforms for seamless customer experiences, is in Las Vegas, Nevada! The Bright Pattern team is in Las Vegas for SupportWorld Live 2022, a leading IT service management and support conference that brings in global professionals in the IT industry to share their experiences and best […]
Bright Pattern is Attending SupportWorld 2022!
The Bright Pattern team is heading to Las Vegas, United States for SupportWorld Live 2022! SupportWorld 2022, hosted by HDI from May 15th until May 20th, is a leading global IT service and support conference and expo that brings global IT professionals to share best practices, network, overcome industry-wide challenges, and celebrate innovation and success […]
Come Visit Bright Pattern at SITS London 2022!
Bright Pattern, one of the leading providers of omnichannel communication platforms for seamless customer experiences, is in London, United Kingdom! The Bright Pattern team is in London for SITS London 2022, Europe’s leading event for IT service management and IT support professionals. Bright Pattern will be located at Booth #275. The Bright Pattern team is […]
Improving End User Satisfaction in Your ITSM and ESM
IT service management and enterprise service management are key departments within a business that help businesses run smoothly and assist businesses in delivering support to end users. Tasked with providing incident management, request management, problem and change management, and knowledge through service catalogs, ITSM and ESM departments are critical departments within a business, and improving […]
Remote Assist – What is it and How it Can Help Your Contact Center
Remote assist is a technology that allows users to take control of another user’s desktop, allowing agents and supervisors to directly control the user’s desktop and input keyboard and mouse controls. Remote assist is a great piece of technology for businesses that want to streamline CX and internal support, as well as optimize their workforce. […]
Bright Pattern Mobile – Bringing Your Entire Company Together to Improve CX
Mobility is the key to success in our new digital age. The world, including both customers and the workplace, are becoming more and more mobile. With the rise of the remote workforce as well as the skyrocketing use of mobile devices and mobile channels to communicate with customers, the need for your call center software […]
How to Choose the Best Mobile Call Center Software for Your Business
Call centers in the digital age need to adapt to rapidly changing digital transformation. With the emergence of new channels, especially mobile channels like messenger apps, mobile apps, SMS and texting, and more, call centers need mobile call center software that can support all of these emerging channels. Here are the things to look for […]
What Are The Key Requirements Of The Telephone Consumer Protection Act (TCPA) For Call Centers
The Telephone Consumer Protection Act (TCPA) is a federal law that sets restrictions on how businesses can contact consumers through telephone calls, text messages, and faxes. To comply with the TCPA, call centers must ensure that they have the consent of the consumer before making any calls and that they are only contacting the consumer […]
Strategies for Optimizing the Customer Experience in an Omnichannel Contact Center
An omnichannel contact center has a very high potential for providing an excellent customer experience. An omnichannel call center allows contact centers to connect with customers and clients on all digital and traditional communication channels seamlessly. This includes channels like voice, email, SMS, texting, messenger apps, video chat, web chat, and more, and allows agents […]