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Reducton of Abandonment in Multi-Channel Environments

Nov 3, 2014 3:02:06 PM

Agent capacity model will help you to route several multichannel interactions to one agent

Webinar: 7 Issues Solved by New Mobile Customer Service Solution

Oct 24, 2014 8:11:53 PM

Tailored services for smartphone users - the Rich Contact Experience.

Learn about Bright Pattern's innovative solution for contact centers - a button in your existing smartphone application or website, which allows your contact center to benefit...

Agent Focus - Dealing with Multi-media, Multi-interaction Contacts

Oct 22, 2014 3:22:53 PM

Today, agents increasingly handle multiple interactions at the same time (e.g., chat), the interactions could span multiple media types, and the can be related to same or different contacts. Accounting for what they are working on at each moment of...

Contact Center Platform for BPOs

Sep 18, 2014 1:33:37 PM

Contact center platform for BPOs - a new program for deploying our high availability, fault-tolerant ServicePattern platform. This program for Business Process Outsourcers...

App Engagement for Retailers - The New Mobile Commerce Metric

Sep 8, 2014 4:13:34 PM
Retailers Neiman Marcus, Kohl's, Victoria's Secret, H&M and Groupon realize high levels of app utilization.

"App engagement" is a new, critical, metric for retailers to monitor. So says the new Internet Retailer 2015 Mobile 500 guide.

Would your Contact Center Agents Role-play as Comic-book characters to Delight your Customers?

Sep 3, 2014 2:28:29 PM

Amazon has known for the high quality of service it provides to its customers.

However, not all instances of great customer service are produced in the same fashion. In a routine chat session about an issue with a book order, one lucky customer...

Cloud Contact Centers Outperform In-House

Aug 11, 2014 10:43:11 AM
New data from Aberdeen Group indicates that public cloud users outperform in-house contact centers.

Data from Aberdeen Group shows that the public cloud contact centers do a better job than in-house users at reducing costs, which adds flexibility...

Top 3 Business Challenges for Retailers

Aug 4, 2014 10:29:52 AM
Data from Retail Systems Research shows that retailers struggle to improve customer service without driving costs sky-high. (RSR Research)

New data from Retail Systems Research (RSR) indicates that improving customer service while holding the...

Consistency is the Key to Customer Satisfaction

Jul 28, 2014 11:03:56 AM
Consistency is key to customer satisfaction. (McKinsey & Company)

Research from McKinsey & Company indicates that consistency is key to customer satisfaction. It's not enough to get each individual interaction "right" - brands have to get it...

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