Author: Shelby Bozekowski

As the Director of Marketing at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.

How to Implement a Blended Approach to Call Center AI

Companies are clamoring to have the latest AI technology implemented as part of their CX strategy. AI is a hot topic in today’s tech world, and companies are exploring AI as options to boost their customer service.

Common Pitfalls Companies Face When Going Through a Digital Transformation

On June 4th, Bright Pattern joined Frost and Sullivan’s Global Vice President of Digital Transformation, Alpa Shah, for a webinar on achieving excellence in CX with AI and omnichannel quality management. Alph shared that in their most recent survey, improving customer experience and satisfaction was the #1 business goal for 2020.

Bright Pattern Contact Center Chosen by Level

Former Apple employees launch Level Lock, the first invisible smart lock designed to install inside your door in minutes, and choose Bright Pattern Contact Center platform to provide effortless customer service

2020 Trends: One Platform to Rule Them All

We talked about omnichannel agent desktops as one of our CX trends for 2020 (and beyond). Although there always will be a need for specific applications like ERPs, CRMs, and database management tools, when it comes to CX, there is no longer a need for multiple applications to run multiple channels.

2020 Trends: A True Omnichannel Desktop

Omnichannel Desktop Trends

Let’s focus on software and multiple applications for a minute. Albeit, it’s a bit hard to concentrate on any one application considering the 2019 Marketing Technology Landscape Supergraphic has over 7,000 software solutions. Seriously, we couldn’t even fit the infographic on this page.

Choose the Right Platform for Your Remote Workforce Call Center

Perhaps the biggest decision in deploying a remote workforce is finding the right platform for your business. Backed by industry leaders and world-class customer service, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services.

2020 Trends: Don’t Forget About the Past

While our 2020 call center trends blog series has focused a lot on cutting-edge technology and newer channels, it’s important that we don’t forget about those who prefer an old-school customer experience via phone and/or email. In an August 2019 survey by Statista, 61% of respondents stated the phone was their preferred communication channel to resolve customer service issues.