To speed up the initial import of users into ServicePattern, or to do bulk changes, use our spreadsheet-based user list import/export feature. It allows not only adding users, but also updating their teams, skills, e-mail addresses, and even...
“The word ‘center’ in a contact center is increasingly optional.” I love that quote. It comes from a useful guide from Plantronics. The 10-page guide contains great guidance on the challenges and solutions for home working, including:
This week marks the start of our new newsletter: the Bright Pattern Update. We will start sending it to our email contact list on a rotating basis, so it may take a while before you are added to the list. But have no fear, we post all of the ...
There's no shortage of New Year's resolutions advice, so we are keeping our list short and sweet. We surveyed our seasoned staff, as well as customers and advisors, and believe that if you can make progress in these areas, you will see tangible...
Recommended Fast Company article for all customer experience and contact center professionals: “For Customer Experience, "Just OK" Is Not OK,” by Camilo La Cruz.
[br][br]Good article from David Taber in CIO. These are excerpts. You can read the whole thing here.
Sam Shead in ZDNet covered a Capgemni report that reveals that decisions around cloud are increasingly being made by people outside IT departments. The article, "Cloud decisions are no longer in the IT department's hands--the suits have taken over"...
If you are involved with almost any form of service delivery, you should read the article "Four Ways to Reinvent Service Delivery" from the Harvard Business Review. The author's concentrate on innovations in health care and finance, but the...
If you manage customer service or a contact center, you probably are either looking for strategic guidance on how to meet increasingly difficult goals (customer satisfaction in the age of social media and empowered users), or you already have a plan...