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Ocular Technologies and Bright Pattern: A Shared Vision

Jun 5, 2019 7:00:00 AM

No Provider, No Problem

Four years ago, Pommie Lutchman, CEO of Ocular Technologies, was at a conference, contemplating a cloud-based CX software platform that would meet the demand in the 5–500 seat Southern African contact center market. He...

How Telecommunications Contact Centers Are Revolutionizing the Customer Experience

May 30, 2019 7:00:00 AM

Telecommunication companies suffer from lower CSAT and customer engagement scores than nearly every other industry. These lower metrics lead to customers switching to competing brands and reduced revenue.

Keys to Create and Measure Omnichannel Customer Journeys

May 23, 2019 7:00:00 AM

Digital disruption is the new norm. Companies like Uber, Airbnb, and Netflix are leading the way by providing innovative and effortless omnichannel customer journeys. But creating and measuring omnichannel customer journeys can be a difficult...

Call Center vs. Contact Center: What’s the Difference?

May 22, 2019 7:00:00 AM

People tend to use the terms “call center” and “contact center” interchangeably, which causes confusion in our modern world of customer communications and—understandably—adds complexity to the call center vs. contact center debate. There is a...

Hungry for Pizza? Deploy the Bots!

May 16, 2019 7:00:00 AM

Whether it’s a slice of cheese, pepperoni, veggie…thin crust or thick, takeout or delivery, it’s hard to say no to pizza. No matter how you slice it, with approximately $2,222 spent per person on pizza annually, it easily holds the crown of the...

And the BIG Excellence in Customer Service Awards Winners Are….

May 15, 2019 7:00:00 AM

Last week, the Business Intelligence Group announced its list of 40 brands leading the way in customer experience. The Business Intelligence Group recognizes those who are helping companies better communicate with their customers and innovate the...

Bright Pattern Makes The Connection: Transitioning from Legacy Technology to the Cloud

May 9, 2019 7:00:00 AM

The Connection—a large-scale BPO and customer care provider—has been in the CX space for over 36 years and its client list includes everything from Fortune 500 companies to small businesses and everything in between. The company provides a wide...

Five Tips for Getting the Most out of ICMI Contact Center Expo 2019

May 8, 2019 7:00:00 AM

Spring is a time for renewal, growth, and expansion. It is an exciting season that encourages people to take action and create change. So there’s no better time to attend some of the top customer experience events of the year.

CX Trends: 360-Degree View of the Customer

May 2, 2019 7:00:00 AM

Last month we partnered with contact center and customer experience leaders Jeff Marcoux from TTEC and Michael Pace from The Pace of Service for a webinar discussing omnichannel (blog part 1), digital disruption (blog part 2), and the 360-degree...

Bright Pattern Talks with CX Leaders: Maintaining the Entrepreneurial Spirit

May 1, 2019 8:31:57 AM

Being an entrepreneur definitely has its advantages and it’s not just about setting your own hours or avoiding long commute times. Starting out as a sole business owner or a small team allows for much more flexibility and quickness when servicing...

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