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AI Applications for Contact Centers, Enabled by IBM Watson

Jun 28, 2017 6:00:00 AM

IBM Watson claims to “give you the power of knowledge”. With Watson you can uncover new insight and business intelligence in ways like never before. The contact center industry has been slowly adding AI features and Bright Pattern just gained...

The Digital Age of Customer Experience was the Theme this Year and NECCF

Jun 15, 2017 6:00:00 AM

This week Bright Pattern was a proud sponsor of the annual Northeast Contact Center Forum (NECCF) Conference and Expo. The event was held at the beautiful Gillette Stadium and brought together over 400 contact center leaders and industry experts. 

The Currency of the Contact Center is Information

Jun 8, 2017 6:00:00 AM

Day one of The Annual Healthcare Contact Center Conference is off to a great start here in Salt Lake City! I had the pleasure of sitting in on Kathleen Peterson, Chief Vision Officer at PowerHouse Consulting, give a presentation entitled “The STP...

Defining a Great Customer Experience: Part III

Jun 1, 2017 6:00:00 AM

In the first part of this blog series, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great...

Top Benefits of Workforce Management (WFM) Software

May 24, 2017 6:00:00 AM

Many consultants in the contact center industry write on how to turn your contact center into a profit center. Because labor is usually the largest cost in the contact center, optimizing workforce using workforce management (WFM) tools is often...

Customer Service at Lightspeed

May 11, 2017 6:00:00 AM

If you're in the customer experience industry, you are sure to have considered attending KnowledgeNow 2017 hosted by ServiceNow this week in Orlando. This weeks conference is known for bringing together IT, Customer Service, HR and Security...

Defining a Great Customer Experience: Part II

May 10, 2017 7:00:00 AM

In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great experience...

Approachable Enterprise Part 2: Speed up Your Chat with a Call

Apr 27, 2017 6:00:00 AM

Last month I posted a blog on the “approachable enterprise”, with the presumption that many companies are difficult for customers to interact with. Part one of this blog series covered the topic of omnichannel capabilities and discussed how to...

Reasons Why Companies Love Bright Pattern, In Their Own Words

Apr 19, 2017 6:00:00 AM

Bright Pattern customers understand the importance of seamless omnichannel communications in the contact center. Technology plays a huge role for sales and customer experience organizations and our customers are here telling you why we outperform...

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