Jane uses ACME Auto Insurance and needs to get in touch with customer service because she just got in a fender bender. She's standing on the sidewalk, next to her car and reaches into her purse for her smartphone to contact ACME. Depending on...
The ICMI Contact Center Expo, which took place May 4-7, 2015 at the Walt Disney World Dolphin Resort in Orlando, is considered to be one of the top events for contact center professionals.
As an event sponsor and exhibitor, Bright Pattern was proud...
Japan, Turkey, the Netherlands, Germany, the United Kingdom, Mexico, Russia, Hong Kong, and Singapore is where our platform is in operation today, with additional countries being planned – this is in addition to 6 independent installations within...
Google's new click-to-call feature allows people to be connected directly to a business. Google announced that 70 percent of mobile searchers click to call a business directly from Google's search results. Senior product manager of mobile ads for...
A new tool in our Resources section helps with calculating staffing levels:
New data from Aberdeen Group indicates that public cloud users outperform in-house contact centers.
Data from Aberdeen Group shows that the public cloud contact centers do a better job than in-house users at reducing costs, which adds flexibility...
mobile customer service
We took a quick look at several major companies within the food delivery industry and the customer service options they provided to their customer base. We were surprised to see that most if not all of these companies had...
A majority of millennials consider a brand outdated if they don't advertise on smartphones.
More and more baby boomers are reaching retirement. Eventually, their spending - some $400 billion annually - will dry up. Not to worry, the millennials...
Elisabeth Greenbaum Kasson does a nice job of this blog post outlining job-hunting tips for returning U.S. service veterans, quoting, among others, John Reynolds of Veterans2Work, one of our partners in the Telecommuting for the Disabled Advisory...
Release 3.5.3 of ServicePattern, our next generation cloud contact center solution, has been released to our partners and deployed in our public cloud datacenters.