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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...

Activity Forms for Outbound Campaigns

Oct 28, 2013 3:28:01 PM

Our latest version of ServicePattern now enables the contact center to define data forms for outbound campaign interaction handling. These forms can be pre-filled with data from third-party databases (via scenarios, and our scenario builder visual...

GetApp Delivers Product Evaluation of ServicePattern

Oct 7, 2013 11:01:00 AM

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...

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...

Prepping for Speier's Job Hunters Boot Camp

Sep 23, 2013 9:48:12 AM

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.

Cold Call Sales Training Webinar

Sep 5, 2013 12:59:51 PM

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...

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...

Staffing Options for Contact Center Operators

Aug 21, 2013 11:58:33 AM


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...

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...

Pre-recorded Messages Improve Agent Productivity

Jul 23, 2013 8:52:50 AM
Pre-recorded message playback

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