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...
A report from the Aberdeen Group shows that marketing-led teleprospecting initiatives in support of inside sales efforts improve performance, with companies leveraging teleprospecting realizing a year-over-year revenue increase of 14.4 percent,...
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 telecommuting.