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Branching customer surveys with chat

Feb 25, 2013 3:45:15 PM

What’s better chat than chat? The ServicePattern chat feature supports the same scenario mechanism that runs call scenarios. This means that chat sessions can be completely computer-interactive (of course, with an option of agent connection at...

Surprising survey results

Feb 21, 2013 4:16:50 PM

 

What Nemo Can Teach Us About Travel Assistance

Feb 12, 2013 4:45:15 PM

The east coast of the US just got slammed by a huge snowstorm. Over 5,000 flights were cancelled. Have you ever been is a busy, noisy airport when you are trying to rebook your flight? I have more often than I care to remember. I have a modest...

Surveys Alone Are Not the Answer

Feb 11, 2013 5:48:10 PM

Donna Fluss gets it right in this destinationCRM article about the non-use and misuse of surveys. She hits the very important point that “the organizations that deliver great service do something that others don't—listen to their customers and apply...

salesforce.com integration done the RIGHT way

Feb 4, 2013 4:23:13 PM

On Thursday, we announced integration between the Bright Pattern Contact Center and salesforce.com. I've seen the demo a few times and it is very slick. I've even seen it two different ways: the standard way where ServicePattern appears "within"...

Ready for work-at-home? A free assessment tool for VoIP deployments

Jan 29, 2013 5:47:38 PM

Cloud computing and VoIP applications like the ServicePattern solution require fully functional networks that continually run at high levels of performance. Without insight and visibility into the end-to-end network paths that affect service...

Dilbert would be proud

Jan 28, 2013 11:02:38 PM

2012 Call Center Satisfaction Index: Why Johnny Can't Succeed

Jan 28, 2013 9:05:34 PM

In a destinationcrm.com article that you can read here, Leonard Kile summarizes a mixed bag of findings from the annual CFI Group survey of overall customer satisfaction with contact centers. It's a mixed bag because like the headline says,...

Adding new users in 3 easy steps

Jan 21, 2013 8:36:33 PM

To speed up the initial import of users into ServicePattern, or to do bulk changes, use our spreadsheet-based user list import/export feature. It allows not only adding users, but also updating their teams, skills, e-mail addresses, and even...

Home working & the cloud contact center

Jan 18, 2013 7:57:34 PM

“The word ‘center’ in a contact center is increasingly optional.” I love that quote. It comes from a useful guide from Plantronics. The 10-page guide contains great guidance on the challenges and solutions for home working, including:

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