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, where...
About Shelby Faris
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...
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 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 bunched...
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. As...
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 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...
AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant use...
Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging...