Ask your organization this: Would you let the marketing department take over for your contact center agents? No! So why would the marketing department own social media customer service? The usual response is that since the marketing and PR...
As shown in our chatbot infographic, it is predicted that 80% of companies will implement chatbots by 2020. Bots and AI were massive trends of 2018 and experts agree that the deployment of bots will continue to increase in 2019.
The winter break has come and gone, and the Bright Pattern team is eager to head to Nashville next week for the annual Customer Contact Week (CCW) Winter conference. As customer experience leaders start their 2019 planning, many are wondering what...
Chatbots were one of the biggest trends of 2018 as customer service leaders jumped to join the latest craze and deploy chabots across popular channels like web chat and Facebook Messenger. Ironically, Gartner predicts that 40% of those deployed in...
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...
On one hand, skeptics were wrong about the longevity of chatbot technology, but there are still many common chatbot mistakes in the customer service space.
In this digital age of customer experience, consumers have higher expectations and demand an effortless and seamless experience on any channel, anywhere. Whether they are at home on their desktop computer researching TVs to purchase, or on the...
Customer Contact Central just released its annual list of top content in the category for omnichannel customer experience. It is chock-full of great content from vendors and media providers like Contact Center Pipeline. We are happy to announce...
AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant use...
Last week I shared my top two tips for midsize contact centers. Today I am going to give two more tips and let you know what to look for when selecting a cloud contact center provider.