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Best Practices in Social Media Customer Care

Jan 16, 2019 5:00:00 AM

Ask your organization this: Would you let the marketing department take over for your contact center agents? No! So why would the marketing department own social media customer service? The usual response is that since the marketing and PR...

Common Chatbot Mistakes and How to Overcome Them: Part 3

Jan 15, 2019 5:00:00 AM

As shown in our chatbot infographic, it is predicted that 80% of companies will implement chatbots by 2020. Bots and AI were massive trends of 2018 and experts agree that the deployment of bots will continue to increase in 2019.

Five Tips for Getting the Most out of Customer Contact Week (CCW) Nashville

Jan 10, 2019 7:00:00 AM

The winter break has come and gone, and the Bright Pattern team is eager to head to Nashville next week for the annual Customer Contact Week (CCW) Winter conference. As customer experience leaders start their 2019 planning, many are wondering...

Common Chatbot Mistakes and How to Overcome Them: Part 2

Jan 9, 2019 7:00:00 AM

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...

Holiday Reading List: Stuff Your Stockings with Our Top 10 Blogs

Dec 19, 2018 7:00:00 AM

2018 was a big year for the customer experience (CX) space. Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies....

Common Chatbot Mistakes and How to Overcome Them: Part 1

Dec 13, 2018 7:00:00 AM

On one hand, skeptics were wrong about the longevity of chatbot technology, but there are still many common chatbot mistakes in the customer service space.

Don’t Give up on Great Customer Support Just Because You Are Smaller Than the Competition

Dec 11, 2018 7:00:00 AM

In this digital age of customer experience, consumers have higher expectations and demand an effortless and seamless experience on any channel, anywhere. Whether they are at home on their desktop computer researching TVs to purchase, or on the...

Customer Contact Central’s Top Omnichannel Customer Experience Articles of 2018

Dec 7, 2018 7:00:00 AM

Customer Contact Central just released its annual list of top content in the category for omnichannel customer experience. It is chock-full of great content from vendors and media providers like Contact Center Pipeline. We are happy to announce...

[Infographic] The Hottest Customer Experience Trend of 2018

Dec 6, 2018 10:30:05 AM

AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant...

Top Tips for Midsize Companies to Win the Cloud Customer Service Game Part 2

Dec 3, 2018 4:55:51 PM

Last week I shared my top two tips for midsize contact centers. Today I am going to give two more tips and let you know what to look for when selecting a cloud contact center provider.

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