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 the newest trends and topics of 2018 were being discussed, Bright Pattern was right there bringing you tips and advice from our executive team, which includes some of the brightest minds in CX and the original pioneers that helped build enterprise contact center software at Genesys.
Just in case you missed some of the great content we wrote this year, we decided to compile our top-rated content. Here is a peak at what your peers have been reading on our blog.
1. Change Management: The Most Important Step Missing from Your Service Project
Change is difficult. Change has different impacts on different segments of your associates or your customers. Industry leader Michael Pace walks you through his tips and tricks for change management in this blog.
2. Four Takeaways from CX Leaders at Customer Contact Week Vegas
CCW Vegas 2018 was another great event for the books filled with compelling topics and speakers. If you missed the event, it's not too late to dive into some of the great content from the show. In this blog, Bright Pattern’s SVP of Marketing, Ted Hunting, shares the top four takeaways from the show!
3. Gartner’s GetApp Call Center Category Leads of Q4 2018
GetApp compares solutions based on user reviews, integrations, mobile platforms, media presence and security. Based on this comparison, GetApp ranked Bright Pattern #1 among all cloud contact center vendors for Q4 2018.
4. Why Happy Agents Make Happy Customers
Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation, satisfaction ratings, and profitability are at stake. So how do you create a contact center environment that motivates agents? This blog will show you how!
5. Predicting Contact Center Average Handle Time
Average Handle Time (AHT), is one of the most tracked and most important call center metrics, as it directly influences waiting time, abandonment rate, workforce demand, and other operational metrics. This blog walks through how to determine your AHT and gives tips to improve AHT.
6. Bright Pattern Welcomes a New Chief Executive Officer!
In January of 2018, we welcomed our new CEO, Michael McCloskey, to the Bright Pattern team! Before joining Bright Pattern, he was on successful management teams helping lead the Initial Public Offerings (IPOs) at Kana Software, NetApp, and Genesys. In this blog, I had the pleasure of interviewing Michael on the current state of the contact center industry.
7. 2018 Contact Center Trends
Garner and other leading analysts have stated that CX levels have flattened over the last few years. And while CX executives think they are providing great CX, few customers agree. This blog touches on top trends and how the industry is utilizing new technology to improve CX.
8. What to Look for When Choosing Agent Tools for Improved Agent Empowerment
Empowered agents directly correlates to better CX. This blog provides a tools and tech checklist for empowering your contact center representatives.
9. 5 Keys: Effortless, Personal Omnichannel Customer Service
Omnichannel is a must for modern-day businesses, but many struggle to get started. This blog give our top tips for moving to an omnichannel contact center.
10: PCI Compliance: What It Is and How Call Centers Achieve Compliance
The Payment Card Industry Data Security Standards (PCI DSS) is a set of regulations mandated by the Payment Card Industry Security Standards Council designed to ensure PCI compliance surrounding credit card transactions and cardholder data. But how does it apply to contact centers and how do you remain compliant? Read our blog to find out!