New data from Mintel, a market intelligence firm in the U.K. reveals some insights about multi-generational families that can impact marketers.
In the U.S., 81% of customers that switched say companies could have done something to prevent them switching. (Accenture)
It's time for companies to evaluate and start providing omnichannel customer experience, otherwise, unsatisfied customers...
In this webinar, we talked with Mike Ellsworth of Social Media Performance Group about social media customer service and the social media aware contact center. Mike is the co-author of The Infinite Pipeline: How to Master Social Media for...
Configuration screen for virtual queue feature. The administrator can control when opt-in prompt plays, based on estimated wait time (EWT).
A new feature in ServicePattern, virtual queuing with a callback, means your customers can keep their...
According to the survey, best-in-class companies actively management employee performance.
There's no question that sophisticated cloud-based technology can help improve both individual agent and overall contact center productivity and...
Source: Aberdeen Group
Some seven years after the launch of Twitter we still hear reports of corporate America doing less than they could be to listen and respond to customers via social media. Even as research shows that companies are...
Financial services firms need to do a better job integrating and understanding their customer experience data.
Research from Aberdeen Group shows that financial services firms tend to struggle with the quality of the data in their customer...
A reader who liked our post on the announcement from Yahoo about banning telecommuting sent along this infographic. It points out some very interesting information about the pros and cons and regional differences in attitudes toward telecommuting.
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.
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.