Voice call charges constitute a significant share of call center expenses. Usually voice call costs are viewed from a service performance perspective—how agents could finish calls earlier, or how they could prevent additional calls—or from a carrier...
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...
In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my...
The currency of the contact center is information. We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like...
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...
IBM Watson claims to “give you the power of knowledge”. With Watson you can uncover new insight and business intelligence in ways like never before. The contact center industry has been slowly adding AI features and Bright Pattern just gained some...
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.
Day one of The Annual Healthcare Contact Center Conference is off to a great start here in Salt Lake City! I had the pleasure of sitting in on Kathleen Peterson, Chief Vision Officer at PowerHouse Consulting, give a presentation entitled “The STP...
In the first part of this blog series, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great experience...