Contact Center Blog

see all

Webinar: 7 Issues Solved by New Mobile Customer Service Solution

Oct 24, 2014 8:11:53 PM

Tailored services for smartphone users - the Rich Contact Experience.

Learn about Bright Pattern's innovative solution for contact centers - a button in your existing smartphone application or website, which allows your contact center to benefit...

Agent Focus - Dealing with Multi-media, Multi-interaction Contacts

Oct 22, 2014 3:22:53 PM

Today, agents increasingly handle multiple interactions at the same time (e.g., chat), the interactions could span multiple media types, and the can be related to same or different contacts. Accounting for what they are working on at each moment of...

Contact Center Platform for BPOs

Sep 18, 2014 1:33:37 PM

Contact center platform for BPOs - a new program for deploying our high availability, fault-tolerant ServicePattern platform. This program for Business Process Outsourcers...

App Engagement for Retailers - The New Mobile Commerce Metric

Sep 8, 2014 4:13:34 PM
Retailers Neiman Marcus, Kohl's, Victoria's Secret, H&M and Groupon realize high levels of app utilization.

"App engagement" is a new, critical, metric for retailers to monitor. So says the new Internet Retailer 2015 Mobile 500 guide.

Would your Contact Center Agents Role-play as Comic-book characters to Delight your Customers?

Sep 3, 2014 2:28:29 PM

Amazon has known for the high quality of service it provides to its customers.

However, not all instances of great customer service are produced in the same fashion. In a routine chat session about an issue with a book order, one lucky customer...

Top 3 Business Challenges for Retailers

Aug 4, 2014 10:29:52 AM
Data from Retail Systems Research shows that retailers struggle to improve customer service without driving costs sky-high. (RSR Research)

New data from Retail Systems Research (RSR) indicates that improving customer service while holding the...

Consistency is the Key to Customer Satisfaction

Jul 28, 2014 11:03:56 AM
Consistency is key to customer satisfaction. (McKinsey & Company)

Research from McKinsey & Company indicates that consistency is key to customer satisfaction. It's not enough to get each individual interaction "right" - brands have to get it...

5 Things You Do That Annoy Your Customers in Today's Connected World

Jul 8, 2014 10:39:35 AM
It's an increasingly connected world.

It's an increasingly connected world. More and more, your customers are using smartphones - one research report by Ovum predicts that by 2016, 36% of all inbound service calls will be made on a smartphone....

Improve Customer Experience With Latest Release of ServicePattern

Jun 30, 2014 10:53:07 AM

We've introduced ServicePattern 3.6.2, which includes even more features to improve customer experience and increase retention.

Here are some of the many features and enhancements.

Is Mobile Customer Service the Next Step for GrubHub, Amazon and Other Online Delivery Services?

Jun 23, 2014 11:00:53 AM
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...

1 2 3 4 5

Recent Posts


see all

Subscribe to our Newsletter