About 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.

    Last week we published a blog “2022 CX Challenges and the Road to Resilience” which talked about three of the largest challenges the CX industry faces in 2022 due to the pandemic which include; inflation, supply chain issues, and the great resignation. In this blog, we will talk about the technology, strategies, and trends which […]Continue reading

    When we published our outlook for 2021, we optimistically called it “The ABCs of Post Pandemic Contact Center”. After 2020, and with vaccines being introduced, we looked forward to a return to some normality. But if there’s one thing 2021 has taught us all, it is that normal doesn’t look quite the same as we […]Continue reading

    The idea of “omnichannel” is not a new one — businesses have been striving to provide a seamless experience for customers that transcends the barriers of channel and device for years. Now, with the proliferation of mobile devices and an increasing number of customers accessing their businesses via multiple channels, omnichannel software solutions have become […]Continue reading

    Quality assurance is one of the most important functions a call center needs to do to ensure high quality customer experiences on every customer interaction. Conducting quality assurance and putting in place an efficient quality assurance system, however, can be challenging and tedious. One of the ways your call center can get a complete view […]Continue reading