The Bright Pattern Forecast for CX in 2022 Part 2
Last week we published part 1 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 the cloud and innovative technologies like AI will elevate CX in the new year. Elevate […]
How To Integrate CRM and Call Center Solutions
Too often, business owners keep their business systems separate, which can bottleneck sales teams, hamper call center effectiveness, and slow down support ticket resolution times. This is especially true when dealing with disconnected CRM and call center solutions. Luckily, the suitable systems can integrate, mutually benefitting each core system’s strengths while mitigating any potential weaknesses. […]
The Bright Pattern Forecast for CX in 2022 Part 1
Last week we published a blog “2022 CX Challenges and the Road to Resilience” which talked about three of the largest challenges the CX industry faces in 2022 due to the pandemic which include; inflation, supply chain issues, and the great resignation. In this blog, we will talk about the technology, strategies, and trends which […]
5 Ways to Increase Efficiency With Cloud Call Center Software
Investing in a cloud-based call center is the right move for many businesses, but there are some factors to consider before choosing a particular software solution. To help you navigate this process, we’ve compiled five key things to know before making your final decision. 1. Understand your needs: The first step is to understand your […]
2022 CX Challenges and the Road to Resilience
When we published our outlook for 2021, we optimistically called it “The ABCs of Post Pandemic Contact Center”. After 2020, and with vaccines being introduced, we looked forward to a return to some normality. But if there’s one thing 2021 has taught us all, it is that normal doesn’t look quite the same as we […]
How To Maximize Omnichannel Customer Service
The idea of “omnichannel” is not a new one — businesses have been striving to provide a seamless experience for customers that transcends the barriers of channel and device for years. Now, with the proliferation of mobile devices and an increasing number of customers accessing their businesses via multiple channels, omnichannel software solutions have become […]
Elevate Your ITSM and ESM Solutions to Be Multichannel in 2022
The delivery of services whether it be the proven IT Service Desk model, IT Service Management (ITSM), or the evolution of Enterprise Service Management (ESM) for a full range of non-IT services across the organization, brings with it the challenges of improving communications and automation to improve the customer experience and overall service management performance. […]
Key Takeaways from Bright Pattern’s Workshop at CCW Vegas 2021
CCW Vegas 2021, which went from December 13 – 16, is one of the largest CCW events in the world, and Bright Pattern was honored to host a workshop! Bright Pattern’s workshop featured a panel of distinguished call center industry luminaries to give their take on what has changed in the contact center industry and […]
Ways to Increase Sales with Your Call Center Software
One of the main reasons for providing great customer service and a great customer experience is to increase the number of sales your business closes. Utilizing effective, advanced call center software is one of the best ways to increase customer satisfaction, which in-turn will increase the amount of sales your business closes. Here are ways […]
How to Track Calls with Your Call Center Software
Quality assurance is one of the most important functions a call center needs to do to ensure high quality customer experiences on every customer interaction. Conducting quality assurance and putting in place an efficient quality assurance system, however, can be challenging and tedious. One of the ways your call center can get a complete view […]