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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.

ACD in a Modern Contact Center

Aug 31, 2017 7:00:00 AM

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology....

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...

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...

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...

How Live Collaboration Tools Improve Customer Experience

Apr 6, 2017 8:00:00 AM

With the rise of online self-service and online shopping, more customers are trying to answer questions and make purchases without utilizing a live agent. But, the largest inefficiency with self-service is the loss of a sale or poor customer...

My Takeaways from 2017 Argyle Customer Experience Leadership Forum

Apr 4, 2017 7:58:04 AM

On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as...

2017 Contact Center Trends Part 2: Video, IoT and Escalation

Mar 16, 2017 6:00:00 AM

Introduction

Last month we discussed the top four trends for 2017. We are now expanding our list of trends to include a few more important topics to be aware of this year.

What the AWS S3 Outage Tells Us: Business Continuity in The Cloud

Mar 8, 2017 8:29:58 AM

Last Tuesday, AWS S3 storage component went down for several hours and created outages for many cloud businesses using AWS. The outage was caused by human error, when an engineer mistakenly took down a larger set of servers than was scheduled....

Travel Chatbot AI Improves Customer Experience and Increases  Conversions

Mar 3, 2017 6:00:00 AM

Alterra.ai, a startup out of Palo Alto, CA, has developed deep learning technology for building conversational virtual agents powered by artificial neural networks. With this deep learning technology they created the first ever virtual travel...

2017 Contact Center Trends Part 1: Omnichannel, Artificial Intelligence and Bots

Jan 30, 2017 6:00:00 AM

60% of consumers have higher expectations for customer service now than they did just one year ago, (Global State of Multichannel Customer Service Report) and the contact center is now being recognized as a true asset to companies instead of just...

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