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Contact Center Platform for BPOs

Sep 18, 2014 1:33:37 PM
http://blog.brightpattern.com/blog/contact-center-platform-for-bpos/

Contact center platform for BPOs - a new program for deploying our high availability, fault-tolerant ServicePattern platform. This program for Business Process Outsourcers...

App Engagement for Retailers - The New Mobile Commerce Metric

Sep 8, 2014 4:13:34 PM
Retailers Neiman Marcus, Kohl's, Victoria's Secret, H&M and Groupon realize high levels of app utilization.

"App engagement" is a new, critical, metric for retailers to monitor. So says the new Internet Retailer 2015 Mobile 500 guide.

Would your Contact Center Agents Role-play as Comic-book characters to Delight your Customers?

Sep 3, 2014 2:28:29 PM

Amazon has known for the high quality of service it provides to its customers.

However, not all instances of great customer service are produced in the same fashion. In a routine chat session about an issue with a book order, one lucky customer...

Cloud Contact Centers Outperform In-House

Aug 11, 2014 10:43:11 AM
New data from Aberdeen Group indicates that public cloud users outperform in-house contact centers.

Data from Aberdeen Group shows that the public cloud contact centers do a better job than in-house users at reducing costs, which adds...

Top 3 Business Challenges for Retailers

Aug 4, 2014 10:29:52 AM
Data from Retail Systems Research shows that retailers struggle to improve customer service without driving costs sky-high. (RSR Research)

New data from Retail Systems Research (RSR) indicates that improving customer service while holding the...

Consistency is the Key to Customer Satisfaction

Jul 28, 2014 11:03:56 AM
Consistency is key to customer satisfaction. (McKinsey & Company)

Research from McKinsey & Company indicates that consistency is key to customer satisfaction. It's not enough to get each individual interaction "right" - brands have to get it...

5 Things You Do That Annoy Your Customers in Today's Connected World

Jul 8, 2014 10:39:35 AM
It's an increasingly connected world.

It's an increasingly connected world. More and more, your customers are using smartphones - one research report by Ovum predicts that by 2016, 36% of all inbound service calls will be made on a smartphone....

Improve Customer Experience With Latest Release of ServicePattern

Jun 30, 2014 10:53:07 AM

We've introduced ServicePattern 3.6.2, which includes even more features to improve customer experience and increase retention.

Here are some of the many features and enhancements.

Is Mobile Customer Service the Next Step for GrubHub, Amazon and Other Online Delivery Services?

Jun 23, 2014 11:00:53 AM
mobile customer service

We took a quick look at several major companies within the food delivery industry and the customer service options they provided to their customer base.  We were surprised to see that most if not all of these companies...

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