Landing a client as a business process outsourcing (BPO) provider in today’s competitive environment is difficult. Keeping that client is even harder—especially in the contact center arena, where performance results are highly-measurable and a...
Agent capacity model will help you to route several multichannel interactions to one agent
Data released by LeadJen, a Business-to-Business (B2B) lead generation company, shows that director-level professionals in sales and marketing are most likely to respond to prospecting efforts from marketing technology vendors.
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.
We've just finished the first in a series of planned webinars on topics of interest to contact center professionals. In this first webinar, Ron LaVine (pronounced 'Lah-Vine', like 'grapevine') talks about the importance of cold call, or introductory...
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...
A report from the Aberdeen Group shows that marketing-led teleprospecting initiatives in support of inside sales efforts improve performance, with companies leveraging teleprospecting realizing a year-over-year revenue increase of 14.4 percent,...
A recent post in CloudTweaks asks “Has the Cloud Stepped out of Infancy?”
The answer is yes, according to a Luth Research survey. Well, in America, that is. The American market is relatively mature, concentrating more on speed to innovation than...
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.