Shelby Faris

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...

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...

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...

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...

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...

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...

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...

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,...

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...

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...

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,...

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,...

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