Contact Center Blog

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About Shelby Faris

As the Marketing Manager at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.

What Was the Buzz at Customer Contact Week Vegas 2019?

Jul 11, 2019 7:00:00 AM

This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and...

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...

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...

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...

CX Trends: What Industry Experts Have to Say About Digital Channels

Apr 25, 2019 7:00:00 AM

Last week I wrote part 1 of this three-part series on CX trends. The blog series covers top items that were discussed in our annual CX trends webinar. Click here to view the webinar on-demand. The webinar featured industry expects from TTEC, The...

CX Trends: What Industry Experts Have to Say About Omnichannel

Apr 17, 2019 7:00:00 AM

Last week we partnered with TTEC and The Pace of Service to present a webinar on CX Trends. The session was riveting and chock-full of information for industry experts Jeff Marcoux, VP of Marketing at TTEC, Ted Hunting, SVP of Marketing at Bright...

Customer Experience Trends: Revolutionize Your Customer Experience

Apr 3, 2019 7:00:00 AM

For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in an undifferentiated clump.”...

Top Three Tips for a Brighter Customer Experience

Mar 28, 2019 7:00:00 AM

Dell CIO, Jerry Gregoire, once said, “The customer experience is the next competitive battleground.” Gregoire believed that the winners of the next generation would be the companies that strive to create a brighter customer experience and disrupt...

How Will Contact Center Channels Change in 2019?

Mar 13, 2019 7:00:00 AM

Customer-centric businesses are working harder than ever to support all of the contact center channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting...

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