Shelby Faris

The Value of Continuous, Insights-Driven Agent Feedback

Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact...

Make Better Business Decisions: The Importance of Contact Center Surveys

Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is...

Four Takeaways from CX Leaders at Customer Contact Week Vegas

Coming back from Customer Contact Week (CCW) 2018 in Las Vegas, Nevada, the largest customer service and contact center trade show, the seemingly “old”...

[WEBINAR RECAP] Top 6 Tips for Improving Customer Experience with Omnichannel

Yesterday we spoke with industry experts and contact center leaders from Zendesk, Republic Wireless, and TruSource Labs to get their top tips on omnichannel...

Q&A: Contact Center Industry Sales Expert Shares Insights on Call Center Innovation and Transitioning...

Last month, we welcomed Brian Hays to the Bright Pattern team as the Senior Vice President of Global Sales and featured him in a...

PCI Compliance: What It Is and How Call Centers Achieve Compliance

The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed...

Can a Cloud Contact Center Be Built from APIs?

Source: iStock Twilio’s latest release has pondering whether a cloud contact center can really be built on APIs. Twilio, the global cloud communications platform, is...

2018 Contact Center Trends: Punching Through the Barrier.

Source: iStock Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers...

Turning Zendesk into a Fully Fledged Contact Center

A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed,...

Facebook Messenger 2.2: Are you prepared?

Facebook recently released version 2.2 of its Messenger Platform, and while some of the announced features are still in closed beta, it’s worth paying...

The IVR of the Future Uses Artificial Intelligence

IVR is Here to Stay Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service. Many businesses use Interactive...

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