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.

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...

Are You Omnichannel, Multichannel, or Multimodal?

Mar 7, 2019 7:00:00 AM

You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?

Why Different Types of Interactions Belong on Different Channels in an Omnichannel Contact Center

Feb 27, 2019 7:00:00 AM

The ways consumers interact with omnichannel contact centers has become increasingly more complicated in the last decade. Products and services have become more advanced and require a higher level of support. Because it is a consumer’s market,...

Why Innovative Companies Choose Bright Pattern: Our Customers

Feb 14, 2019 7:00:00 AM

Bright Pattern customers understand the importance of seamless omnichannel communications in the contact center. Technology plays a huge role for sales and customer experience organizations and our customers are here telling you why we outperform...

The Three Cs of CCW Nashville: CX Leaders Talk Top Trends

Feb 7, 2019 7:00:00 AM

CCW Nashville was a great show filled with amazing talks on top trends for 2019, along with musical networking events and some of the best BBQ! For those of you who were unable to make it to Nashville, I want to share a few of the key topics and...

2019 Contact Center Trends: Revolutionize Your Customer Experience

Jan 23, 2019 7:00:00 AM

2019 Contact Center Trends Introduction: 

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...

Holiday Reading List: Stuff Your Stockings with Our Top 10 Blogs

Dec 19, 2018 7:00:00 AM

2018 was a big year for the customer experience (CX) space. Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies....

Don’t Give up on Great Customer Support Just Because You Are Smaller Than the Competition

Dec 11, 2018 7:00:00 AM

In this digital age of customer experience, consumers have higher expectations and demand an effortless and seamless experience on any channel, anywhere. Whether they are at home on their desktop computer researching TVs to purchase, or on the...

Customer Contact Central’s Top Omnichannel Customer Experience Articles of 2018

Dec 7, 2018 7:00:00 AM

Customer Contact Central just released its annual list of top content in the category for omnichannel customer experience. It is chock-full of great content from vendors and media providers like Contact Center Pipeline. We are happy to announce...

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