Contact Center Blog

see all

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.

Q&A: Bright Pattern Welcomes Past Genesys Sales Star, John O’Brien, to the Team

Apr 5, 2018 10:04:21 AM

On Tuesday, the Bright Pattern team welcomed John O’Brien on board to lead the Australia-New Zealand sales team. With his vast international experience, he has a true understanding of the call center industry across the globe and the trends...

Tech Support for IoT Gadgets Slashes Agent Training Time by 50% with Bright Pattern

Mar 22, 2018 6:54:18 AM

As the fastest growing company in Texas, TruSource Labs relies on Bright Pattern to deliver innovative tech support services for Internet of Things (IoT) consumer products. TruSource Labs needed a technology partner that would continue to...

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Mar 8, 2018 7:00:00 AM

According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer...

Q&A: Bright Pattern Welcomes Industry Vet, Brian Hays, to its Executive Team

Mar 1, 2018 7:00:00 AM

Bright Pattern welcomed Brian Hays to the company’s executive team as the Senior VP of Global Sales. A long time industry vet with 18 years’ experience at Genesys, Brian has a wealth of industry knowledge that we thought we would bring to you in...

A Blueprint for a Customer-Centric Company

Feb 22, 2018 7:00:00 AM

In a company’s early days, the customer service department can consist of a single person (probably the owner) handling phone calls. It relies on customer feedback to improve the product, and as it becomes more successful, the company swells and...

Analyst Firm, Ovum, Identifies Bright Pattern As the Company to Watch in 2018 in Latest Report

Feb 1, 2018 7:00:00 AM

The cloud transition continues to turn tables. Historical Cloud Contact leaders are being joined by a set of new entrants. Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market...

Soft AI in the Call Center

Dec 27, 2017 7:00:00 AM

There is a lot of speculation about how AI will affect the call center in the coming years. The alarmists claim AI will be able to completely replace human interaction and the call center will be completely automated.

Turning Zendesk into a Fully Fledged Contact Center

Dec 19, 2017 7:00:00 AM


A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system. Indeed, many companies choose Zendesk not just for its ease of use but to better serve customers. In...

Customers No Longer Resent Automation, they Demand It

Dec 5, 2017 7:00:00 AM

Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while...

Five Things on the Horizon for Customer Experience

Nov 29, 2017 7:00:00 AM

By now most businesses know the importance of investing in the customer-centric approach to the customer experience. Recent research from Customer Contact Week, further emphasizes this. Below are five key takeaways you need to know to improve...

Recent Posts


see all

Subscribe to our Newsletter