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Cloud Succeeds. Now what?

May 28, 2013 8:50:25 PM

A recent post in CloudTweaks asks “Has the Cloud Stepped out of Infancy?”

The answer is yes, according to a Luth Research survey. Well, in America, that is. The American market is relatively mature, concentrating more on speed to innovation than...

Turn a Big Yawn into a Wake-up Call: 5 Top Trends for 2013

May 28, 2013 8:24:53 PM

This is not a complaint. Really. Whenever I see a reputable firm publish a document with a title like, “Top Five Contact Center Trends for 2013,” you know that they have my attention.

Clearest Explanation Yet of SaaS / PaaS / IaaS

Apr 26, 2013 12:59:35 AM

Once you move off-premises to the cloud, you have three basic choices:

Convincing the boss

Apr 25, 2013 5:21:47 PM

I once surveyed my customers on their understanding of our jargon. They could rank terms on this scale:

How Do Startups Reach Enterprise Decision Makers?

Apr 24, 2013 10:56:31 PM

If you follow Bright Pattern, you know that we describe the ServicePattern(TM) platform as being the next-generation cloud contact center for SALES and CUSTOMER SERVICE.

Earth Day Special: I’ll see your 7 attributes of highly green contact centers and raise you one

Apr 22, 2013 7:28:18 PM

eGain produced a best-practice article on how to save money and protect the environment at the same time.

Infographic: How customer service impacts your brand's bottom line

Apr 17, 2013 4:58:16 PM

Nearly 100% (95% to be exact) of people surveyed say that they share BAD customer service experiences with others. More sobering facts and brutal truths that you can use to win support for your customer-service improvement campaign in your...

Why Good Storytelling Helps to Design Great Products

Apr 15, 2013 7:56:32 PM

Listed right under "Why us" on the Bright Pattern website is an item called "Designed for the way you work."

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