About Ted Hunting

Ted Hunting leads marketing at Bright Pattern, a leader in simplifying and innovating cloud customer service.

    The customer experience (CX) is increasingly digital with over 95% of customer interactions starting on websites. Forrester research shows that customers are using and hopping between an increasing number of channels,

    You can’t improve what you can’t measure. During our recent webinar with Alpa Shah, Global VP from Frost & Sullivan, Alpa noted that improving the customer experience was the No. 1 business goal, but ironically most companies don’t measure the quality of customer experience interactions.

    Interest in deploying a remote workforce went through the roof during the COVID-19 pandemic that spread around the globe. Many countries were put into lockdown, forcing businesses to turn to work-from-home alternatives to keep up with business operations.

    This tip uses AI to monitor every interaction on every channel using sentiment to passively measure quality, and then act. When an interaction on any channel—voice, text, chat, email, social messengers—has sentiment that is low, the interaction can be identified “in the moment” and routed to a retention specialist (or someone specialized with the skill set to handle the situation). The specialist can then immediately review the interaction and proactively reach out to the customer to see if everything in their last interaction was handled properly.