Contact Center Blog

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About Darren Prine

As a Senior Sales Executive with Bright Pattern, I help contact centers improve their customer engagement, customer experience and agent utilization. Contact centers leverage our technology to allow customers to connect via virtually any media channel, device or application. Not only that but but customers/agents can move from one channel to another such as voice to SMS or from chat to voice.

Common Chatbot Mistakes and How to Overcome Them: Part 5

Jan 31, 2019 7:00:00 AM

Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution.

Common Chatbot Mistakes and How to Overcome Them: Part 4

Jan 24, 2019 7:00:00 AM

Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution. In blog part 1 I shared how many companies are failing with the implementation of their ...

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.

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...

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.

How to Win with Al and Bots in Your Customer Service Operation Part 2

Nov 28, 2018 7:00:00 AM

Earlier this month I talked on the challenges of AI and bots and provided my top two tips for how to win with AI and bots in your contact center operations. Today, I am going to share three more tips to create a winning strategy.

How to Win with Al and Bots in Your Customer Service Operation

Nov 14, 2018 7:00:00 AM

AI and bots are the latest rage. But how do you get started?

Key Takeaways:

• Consumer expectations and the gap companies are facing

• Key stats from industry analysts

• Five tips for bots and humans working as one

Leading Your Contact Center Team with Metrics

Oct 18, 2018 7:17:02 AM

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your...

Gartner's GetApp Call Center Category Leaders of Q4 2018

Oct 17, 2018 7:00:00 AM

The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in...

CRMs Don’t Do Contact Center Solutions

Sep 20, 2018 7:00:00 AM

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses...

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