Spending on AI has increased significantly in the last few years. In fact, 60% of C-level executives say they plan to increase AI spending by 50% over last year. A common use for AI is deploying bots among emerging channels like chat, in-app,...
About Sergey Menshikov
If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center, there would be a very mixed response. Some might say one week, others might say one...
You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR (“Welcome to...
Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys...
Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context.
It used to be that globalization was a concept considered by only the world’s largest corporations and enterprises, but that’s not the case today. No longer out of reach for small- to medium-sized companies, a global footprint is realized every day...
As more consumers use digital channels to talk to friends and family, the more they expect to find top brands on all their favorite digital channels, such as chat, forums, and social messengers. Companies need to respond by meeting their customers...
To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data is a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where calls...
For digital enterprises, the ability to have up-to-date applications is extremely important. As today’s contact centers become increasingly digital, businesses need to be able to upgrade mission-critical applications without disrupting services.
In January, Bright Pattern made an exciting announcement, welcoming industry veteran Michael McCloskey to the team. Michael is a highly experienced technology executive with a proven track record of building high-growth technology companies. He was...