Shelby Faris

Are You Omnichannel, Multichannel, or Multimodal?

You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel? A recent report by ContactBabel not only explains the difference, including pros and cons, but it also shows...

Common Chatbot Mistakes and How to Overcome Them: Part 2

Chatbots were one of the biggest trends of 2018 as customer service leaders jumped to join the latest craze and deploy chabots across popular channels like web chat and Facebook Messenger. Ironically, Gartner predicts that 40% of those deployed in 2018 will be decommissioned...

How Education Contact Centers Are Revolutionizing Student Communications

Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging communication channels. As a millennial, I remember wanting easier ways...

Boost Customer Experience by Utilizing Service KPI Insights

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals. In our...

Leading Your Contact Center Team with Metrics

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals. In our...

What’s on Your Supervisor Screen? Agent KPIs to Watch

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the...

Digital Disruption in Fintech Customer Service – an Uber Moment for All Industries?

Two years ago, during a brainstorming session at Customer Contact Week, a customer service leader from a government agency stated that it wanted its service to be as good as Nordstrom’s. What was a surprise at the time has become a new norm. Customers...

How to Get Started: Effortless, Personal Omnichannel

Want to implement personal omnichannel into your contact center? Would you like it to be effortless and seamless for your customers? How about easy for agents to use? Can this be a reality or is it merely the dream of all call center owners, managers,...

Empowering Service Providers, Medical Staff, Patients, Doctors, and Pharmaceuticals on Any Channel

The healthcare industry faces many challenges in communicating with patients and increasing the customer experience. With increasing expectations of customers and compliance restraints, healthcare providers often wonder how they can improve satisfaction ratings without breaking the bank. The best way to ensure compliance and...

CRMs Don’t Do Contact Center Solutions

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses to store customer profiles, identify sales opportunities and leads, track service...

A Complete Voice of the Customer Program

What do my customers ……… Want Need Wish Crave Demand Desire Yearn For Require Fancy Hunger Have a hankering for? Simple questions with difficult answers. Where do you get the answers? Most would suggest going to the source, your customers, and I agree. Many companies…

Guidelines For a Smooth Transition to the Cloud

You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current operations and future growth. The following guidelines should help you...

Create Effortless and Personal Experiences for Traveling Customers

Like many others, I am just getting back from a wonderful summer vacation. Time away from work is a great way to de-stress, travel, and visit with friends and family. But vacation relaxation can be easily doomed if your travel and hospitality providers fail...

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 center for ongoing feedback and capture knowledge as it grows and changes. Continuous training is delivered in bite-sized sessions, incorporating...

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 critical to performance, qualitative data created from customer satisfaction surveys should not be overlooked. The Importance of Contact Center Surveys First-hand…

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” subject of customer service looked refreshingly new with discussions of bots and AI. It was some of the older topics...

[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 success and talk through real-life cases from their contact centers. In the webinar, we uncovered some useful tips on people, process,...

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 Q&A discussion on his experience in the contact center space. Today, in this exclusive interview, we are giving you an...

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 to ensure PCI compliance surrounding credit card transactions and cardholder data. How does PCI compliance apply to contact centers? PCI standards…

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 the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and...

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