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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."

How to turn employees and customers into brand ambassadors

Apr 5, 2013 4:50:54 PM

As I mentioned in a previous post, contact centers can (and should) function as a central part of the brand measurement and management. If you are fortunate enough to already be in that position in your company, here’s a webinar you may want to...

Hosted VoIP or VoIP PBX?

Apr 2, 2013 8:16:34 PM

The migration to cloud contact centers is underway. And if you haven't already migrated your telephony to VoIP, you will when you move to a cloud contact center.

Why support can’t break its email addiction

Apr 1, 2013 6:07:18 PM

We keep hearing about the death of email as people (led by the younger generations) move to social media for the bulk of their messaging needs. But in this ComputerWorld article, Howard Baldwin refers to a Radicati Group projection that business...

Cloud Computing: 4 Ways to Overcome IT Resistance

Mar 21, 2013 5:34:23 PM

This article by Kyle Falkenhagen in a read-write cloud is well grounded in organizational realities and is most appropriate for enterprises.

What’s the channel for cloud computing?

Mar 21, 2013 12:08:19 AM

Organizations are adopting cloud computing because when it is done right it lowers total costs, reduces CAPEX in favor of predictable opex, improves IT productivity, and accelerates solution deployment. However, in the rush to the cloud, the value...

"Transforming Your Contact Center Into an Essential Corporate Contributor"

Mar 13, 2013 8:06:19 PM

Once again, Donna Fluss hits the nail on the head. If you don't already get it, you should subscribe to her newsletter.

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