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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.

5 Easy Ways to Reduce Customer Service Costs

Nov 14, 2017 7:00:00 AM

How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check?  Hiring more agents is only part of the equation. The other part is to use advanced digital...

When the Contact Center Becomes Strategic

Nov 7, 2017 7:00:00 AM

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities. But, as a Bright Pattern's new customer and online lender discovered, with the right infrastructure, the contact center can...

Mapping Out a Simpler, Smarter Approach to a Modern Contact Center

Oct 19, 2017 7:00:00 AM

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...

7 Best Practices for Implementing IVR in Your Contact Center

Oct 13, 2017 8:25:35 AM

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...

Reply.ai is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Aug 18, 2017 5:59:29 AM

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.

Game of Thrones in the Customer Service Space: Will ServiceNow Win the Crown?

Aug 2, 2017 6:00:00 AM

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?

Contact Center Industry Leaders’ Impression of Amazon Connect

Jul 20, 2017 7:00:00 AM

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...

Artificial Intelligence: The Cause of the Speech Renaissance

Jul 6, 2017 6:00:00 AM

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...

The Digital Age of Customer Experience was the Theme this Year and NECCF

Jun 15, 2017 6:00:00 AM

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. 

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