Contact Center Blog

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Clearest Explanation Yet of SaaS / PaaS / IaaS

Apr 26, 2013 12:59:35 AM

Once you move off-premises to the cloud, you have three basic choices:

Convincing the boss

Apr 25, 2013 5:21:47 PM

I once surveyed my customers on their understanding of our jargon. They could rank terms on this scale:

How Do Startups Reach Enterprise Decision Makers?

Apr 24, 2013 10:56:31 PM

If you follow Bright Pattern, you know that we describe the ServicePattern(TM) platform as being the next-generation cloud contact center for SALES and CUSTOMER SERVICE.

Earth Day Special: I’ll see your 7 attributes of highly green contact centers and raise you one

Apr 22, 2013 7:28:18 PM

eGain produced a best-practice article on how to save money and protect the environment at the same time.

Infographic: How customer service impacts your brand's bottom line

Apr 17, 2013 4:58:16 PM

Nearly 100% (95% to be exact) of people surveyed say that they share BAD customer service experiences with others. More sobering facts and brutal truths that you can use to win support for your customer-service improvement campaign in your...

Why Good Storytelling Helps to Design Great Products

Apr 15, 2013 7:56:32 PM

Listed right under "Why us" on the Bright Pattern website is an item called "Designed for the way you work."

How to turn employees and customers into brand ambassadors

Apr 5, 2013 4:50:54 PM

As I mentioned in a previous post, contact centers can (and should) function as a central part of the brand measurement and management. If you are fortunate enough to already be in that position in your company, here’s a webinar you may want to...

Hosted VoIP or VoIP PBX?

Apr 2, 2013 8:16:34 PM

The migration to cloud contact centers is underway. And if you haven't already migrated your telephony to VoIP, you will when you move to a cloud contact center.

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