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About Shelby Faris

Soft AI in the Call Center

Dec 27, 2017 7:00:00 AM

There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.

Turning Zendesk into a Fully Fledged Contact Center

Dec 19, 2017 7:00:00 AM

 

A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In...

Customers No Longer Resent Automation, they Demand It

Dec 5, 2017 7:00:00 AM

Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while...

Five Things on the Horizon for Customer Experience

Nov 29, 2017 7:00:00 AM

By now most businesses know the importance of investing in the customer-centric approach to the customer experience. Recent research from Customer Contact Week, further emphasizes this. Below are five key takeaways you need to know to improve...

5 Easy Ways to Reduce Customer Service Costs

Nov 14, 2017 7:00:00 AM

How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check?  Hiring more agents is only part of the equation. The other part is to use advanced digital...

When the Contact Center Becomes Strategic

Nov 7, 2017 7:00:00 AM

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities. But, as a Bright Pattern's new customer and online lender discovered, with the right infrastructure, the contact center can...

Mapping Out a Simpler, Smarter Approach to a Modern Contact Center

Oct 19, 2017 7:00:00 AM

It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences.  Right at the center of this evolution is the contact center, the focal...

7 Best Practices for Implementing IVR in Your Contact Center

Oct 13, 2017 8:25:35 AM

The goal of IVR is to automate frequent call center tasks to free up an agent’s time and reduce or even eliminate customer wait time. IVRs can be extremely efficient in contact centers by automating part of the customer interaction, typically by...

Reply.ai is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Aug 18, 2017 5:59:29 AM

Bright Pattern congratulates Reply.ai for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research.

Game of Thrones in the Customer Service Space: Will ServiceNow Win the Crown?

Aug 2, 2017 6:00:00 AM

Much like in the popular HBO show Game of Thrones, there is a noticeable fight happening in the customer service space. A fight to be the number one communication software provider. But who will take the crown?

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