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Telecom Expense Management in Call Centers

Jul 28, 2017 7:00:00 AM

Voice call charges constitute a significant share of call center expenses. Usually voice call costs are viewed from a service performance perspective—how agents could finish calls earlier, or how they could prevent additional calls—or from a...

Contact Center Industry Leaders’ Impression of Amazon Connect

Jul 20, 2017 7:00:00 AM

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry. Although there has been a lot of buzz around the announcement, industry experts have...

Natural Language Understanding for Quality Management and Business Insight in Contact Centers

Jul 13, 2017 5:00:00 AM

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my...

Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before

Jul 11, 2017 6:00:00 AM

The currency of the contact center is information. We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like...

Artificial Intelligence: The Cause of the Speech Renaissance

Jul 6, 2017 6:00:00 AM

A recent article by Nicholas De Kouchkovsky titled Speech Renaissance or Disruption outlined the history of speech technology as well as how AI and machine learning has transformed speech recognition. He mentioned that with all the recent updates...

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...

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