Shelby Faris
As the Marketing Manager at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.
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,...
Chatbots were one of the biggest trends of 2018 as customer service leaders jumped to join the latest craze and deploy chabots across popular...
Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing...
Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also...
Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also...
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...
Two years ago, during a brainstorming session at Customer Contact Week, a customer service leader from a government agency stated that it wanted its...
Want to implement personal omnichannel into your contact center? Would you like it to be effortless and seamless for your customers? How about easy...
The healthcare industry faces many challenges in communicating with patients and increasing the customer experience. With increasing expectations of customers and compliance restraints, healthcare...
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,...
What do my customers ……… Want Need Wish Crave Demand Desire Yearn For Require Fancy Hunger Have a hankering for? Simple questions with difficult answers.…
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...
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,...
Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact...
Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is...
Coming back from Customer Contact Week (CCW) 2018 in Las Vegas, Nevada, the largest customer service and contact center trade show, the seemingly “old”...
Yesterday we spoke with industry experts and contact center leaders from Zendesk, Republic Wireless, and TruSource Labs to get their top tips on omnichannel...
Last month, we welcomed Brian Hays to the Bright Pattern team as the Senior Vice President of Global Sales and featured him in a...
The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed...
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...