Introduction
Last month we discussed the top four trends for 2017. We are now expanding our list of trends to include a few more important topics to be aware of this year.
Last Tuesday, AWS S3 storage component went down for several hours and created outages for many cloud businesses using AWS. The outage was caused by human error, when an engineer mistakenly took down a larger set of servers than was scheduled. The...
Alterra.ai, a startup out of Palo Alto, CA, has developed deep learning technology for building conversational virtual agents powered by artificial neural networks. With this deep learning technology they created the first ever virtual travel agent.
As consumer wants, expectations, buying behaviors and communication preferences evolve, companies are looking to their business process outsourcers (BPOs) to provide modern solutions to meet these demands. The age of call centers housed in central...
Artificial Intelligence (AI) and Chatbots are no longer a trend of the future - they are here, and they work well. Many successful chatbots already exist for news outlets, fashion lines, banks and other industries. Bright Pattern’s customers Madison...
60% of consumers have higher expectations for customer service now than they did just one year ago, (Global State of Multichannel Customer Service Report) and the contact center is now being recognized as a true asset to companies instead of just an...
Getting a matching hair dye is not easy, so when I heard about Madison Reed at-home coloring kits I was genuinely interested to try it.
A few decades ago, when contact centers were relatively new and CRM systems were in their developmental stages, customer service agents only had a select number of ways to communicate with customers.
As virtual desktops and desktops-as-a-service continue to mature, understanding the different approaches and service offerings (and the terms used to describe them) will be key to selecting and implementing the best approach for your unique needs.