Author: Shelby Bozekowski

As the Director of Marketing at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.

Get More From Your Contact Center with BYOC

BYOC-banner

There are a lot of acronyms in telecom—SMS, MMS, PRI, SIP; the list goes on. Now we’re adding another one: BYOC. BYOC, or Bring Your Own Carrier (also known as Direct Routing by Microsoft), is when businesses bring the carrier of their choice with them, plugging the carrier into their existing or preferred contact center […]

Our Customer, Southern Cross, Recognized for Innovation

Southern Cros Recognized for Innovation

Last week, our customer, Southern Cross, was awarded the prestigious Trans-Tasman innovation honor and recognized as one of Australia’s top 10 ‘Most Innovative Companies’ for BeingWell, its corporate health and wellness program. Southern Cross ranked #6 among top healthcare providers from over 800 nominated organizations across Australia and New Zealand.

The Importance of Call Center Quality Assurance

QA-call-center-blog

“This call may be recorded or monitored for quality and training purposes” your phone speaker announces when you dial a customer service number. Then, right after your call, an email notification pops up telling you to rate your call. We’ve all had these interactions before, whether it was while contacting your bank, healthcare provider, or […]

Your Key to a Consistent Customer Experience

Omnichannel Quality Management

Customers are now communicating in more and more channels and picking their favorites. This is great for the consumer, but companies are struggling to maintain consistent service across these channels and customer satisfaction is dropping as a result. 

How to Improve Customer Experience in Your Call Center?

Improve Customer Experience

Today, we live in a world where customers have endless options and can easily leave a specific brand or product for another based on price, quality, or service. The customer is king and customer loyalty is becoming a thing of the past. As more options become available to consumers, some companies have begun to compete […]