It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences. Right at the center of this evolution is the contact center, the focal...
About Shelby Faris
The goal of IVR is to automate frequent call center tasks to free up an agent’s time and reduce or even eliminate customer wait time. IVRs can be extremely efficient in contact centers by automating part of the customer interaction, typically by...
Bright Pattern congratulates Reply.ai for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research.
Much like in the popular HBO show Game of Thrones, there is a noticeable fight happening in the customer service space. A fight to be the number one communication software provider. But who will take the crown?
March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry. Although there has been a lot of buzz around the announcement, industry experts have...
A recent article by Nicholas De Kouchkovsky titled Speech Renaissance or Disruption outlined the history of speech technology as well as how AI and machine learning has transformed speech recognition. He mentioned that with all the recent updates in...
This week Bright Pattern was a proud sponsor of the annual Northeast Contact Center Forum (NECCF) Conference and Expo. The event was held at the beautiful Gillette Stadium and brought together over 400 contact center leaders and industry experts.
If you're in the customer experience industry, you are sure to have considered attending KnowledgeNow 2017 hosted by ServiceNow this week in Orlando. This weeks conference is known for bringing together IT, Customer Service, HR and Security...
Last month I posted a blog on the “approachable enterprise”, with the presumption that many companies are difficult for customers to interact with. Part one of this blog series covered the topic of omnichannel capabilities and discussed how to make...