GetApp, a large, independent, online marketplace dedicated to helping businesses discover and evaluate business applications has delivered a product evaluation for ServicePattern(TM), our cost-effective next-generation cloud-based contact center...
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...
One of the many things we're working on here at Bright Pattern is preparing to participate in Congresswoman Jackie Speier's Job Hunter's Boot Camp next month.
We've just finished the first in a series of planned webinars on topics of interest to contact center professionals. In this first webinar, Ron LaVine (pronounced 'Lah-Vine', like 'grapevine') talks about the importance of cold call, or introductory...
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...
Agencies like National Telecommuting Institute help train and place contact center workers.
Managing staffing is a big part of any contact center operation. As we have seen, the evolution of contact center technology is furthering the...
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...
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 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...