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Stats on Multi-generational Families Mean Changes for Marketers

Dec 2, 2013 4:10:39 PM

New data from Mintel, a market intelligence firm in the U.K. reveals some insights about multi-generational families that can impact marketers.

Poor Customer Service Puts $1.3 trillion Up for Grabs in U.S. Companies Have to Evaluate Omni Channel Customer Experience

Nov 1, 2013 3:56:32 PM
In the U.S., 81% of customers that switched say companies could have done something to prevent them switching. (Accenture)

It's time for companies to evaluate and start providing  omnichannel customer experience, otherwise, unsatisfied...

Social Media Customer Service Webinar

Sep 27, 2013 3:44:53 PM

In this webinar, we talked with Mike Ellsworth of Social Media Performance Group about social media customer service and the social media aware contact center. Mike is the co-author of The Infinite Pipeline: How to Master Social Media for...

Virtual Queuing and Callback Improves Customer Experience

Aug 26, 2013 11:33:24 AM
Configuration screen for virtual queue feature. The administrator can control when opt-in prompt plays, based on estimated wait time (EWT).

A new feature in ServicePattern, virtual queuing with a callback, means your customers can keep their...

How to Create a High-Performance Culture

Aug 6, 2013 3:58:49 PM
According to the survey, best-in-class companies actively management employee performance.

There's no question that sophisticated cloud-based technology can help improve both individual agent and overall contact center productivity and...

The Future of Customer Experience and Next Generation Contact Centers

Jul 22, 2013 9:44:07 AM
Source: Aberdeen Group

Some seven years after the launch of Twitter we still hear reports of corporate America doing less than they could be to listen and respond to customers via social media. Even as research shows that companies are...

Financial Services Firms Struggle With Customer Experience Management Data

Jul 9, 2013 9:26:55 AM
Financial services firms need to do a better job integrating and understanding their customer experience data.

Research from Aberdeen Group shows that financial services firms tend to struggle with the quality of the data in their customer...

Infographic: The World of Telecommuting

Jun 3, 2013 6:55:06 PM

A reader who liked our post on the  announcement from Yahoo about banning telecommuting sent along this infographic. It points out some very interesting information about the pros and cons and regional differences in attitudes toward...

Turn a Big Yawn into a Wake-up Call: 5 Top Trends for 2013

May 28, 2013 8:24:53 PM

This is not a complaint. Really. Whenever I see a reputable firm publish a document with a title like, “Top Five Contact Center Trends for 2013,” you know that they have my attention.

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.

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