Telemarketing Software Done Right
Telemarketing is a huge field in the contact center industry. Almost every company and contact center engages in telemarketing, whether it’s to connect with customers more closely or generate leads to pursue. As a result, many innovative technologies have been created and used by contact centers to reach more customers more efficiently.
Five Tips for Getting the Most out of CCW Europe 2019
The Bright Pattern team is heading to Amsterdam next week for the annual Customer Contact Week (CCW) Europe conference. We couldn’t be more excited to help CCW bring its revolutionary events to European companies and showcase our award-winning omnichannel cloud contact center software in the expo hall.
MarketSource Finds Omnichannel Innovation With Bright Pattern
For over 40 years, MarketSource has been partnering with organizations of all sizes to recruit, hire, and manage sales teams. MarketSource can hire highly qualified personnel at a much faster rate, allowing clients to reduce overhead costs all while optimizing sales channels and increasing revenue. It’s a win-win.
Contact Center Buyers Guide: Recommendations from Frost & Sullivan
We are in the customer experience era, and without a winning customer experience strategy, you will be left in the dust. More and more companies are elevating their customer experience by moving to the cloud, beginning a digital transformation, and investing in technology that helps agents provide effortless and personalized experiences. Whether it’s by implementing […]
Computer Telephony Integration: Boosting Call Center Efficiency
WHAT IS COMPUTER TELEPHONY INTEGRATION? Computer telephony integration, or CTI, is any technology that allows interactions on a telephone and a computer to be integrated or coordinated. This allows call center agents to perform call-related tasks directly from their desktops.
The AI Hokey Pokey: AI in, AI out…That’s What CX Is All About
Looking back about 10 years ago, a call placed to a customer service center had a high likelihood of ending with the caller screaming, “REPRESENTATIVE!” into their phone. This early iteration of AI and natural language processing (NLP) was not very intuitive and could only manage a few simple tasks. Fast-forward to the present day […]
Companies Are Failing to Create and Measure Omnichannel Conversations
Consumers expect modern brands to offer effortless and personal customer journeys. Whether buying a new product on an online retail store or calling in for support on a high-tech electronic device, customers want to connect with their favorite companies over the digital channels they use in their personal day-to-day lives.
AI and Bots for a Positive ROI
Forrester is predicting an increase from 9 to 11 average channels supported in a contact center, driven largely by new channels like bots and messengers (e.g., Facebook Messenger, LINE, Telegram, etc.). Yet Gartner’s Gene Alvarez is predicting that many will fail. Fifty-three percent of the 3,000 respondents to a Chatbot.org survey conducted in late 2017 […]
Digital Customer Experience: The Next Wave of CX Channels
Providing an excellent digital customer experience strategy has never been more critical. Gartner reports that 81% of executives believe they compete on customer experience above price and quality. With large corporations investing in and acknowledging the effectiveness of a stellar customer experience, it’s never been more important to understand how to deliver digital customer experience […]
Powering Luxury Brands
VIPdesk is a leader in outsourced customer service. It is a pioneer in providing high touch customer care services to brand-conscious companies, including premium retailers, luxury travel agencies, consumer products, and financial services companies. VIPdesk’s primary focus is, and has always been, to provide clients with exceptional customer service to create memorable customer experiences.