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About David

When in Rome

Mar 1, 2013 3:36:09 PM

I was sitting in the airport in Rome waiting for my flight to Frankfurt (where I would change planes to San Francisco). My Rome-to-Frankfurt flight was delayed, initially for 30 minutes and then for 2 hours. It was obvious that I was not going to...

Spring Training: What baseball can teach us about metrics

Feb 25, 2013 6:23:04 PM

More than any other sport, baseball is fixated on metrics. And in business, contact centers are similarly obsessed with collecting data and measuring performance. But as Moneyball showed us, data can only provide knowledge when it is the right data...

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 any...

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... integration done the RIGHT way

Feb 4, 2013 4:23:13 PM

On Thursday, we announced integration between the Bright Pattern Contact Center and 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 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,...

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