Contact Center Blog

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Earth Day Special: I’ll see your 7 attributes of highly green contact centers and raise you one

Apr 22, 2013 7:28:18 PM

eGain produced a best-practice article on how to save money and protect the environment at the same time.

Branching customer surveys with chat

Feb 25, 2013 3:45:15 PM

What’s better chat than chat? The ServicePattern chat feature supports the same scenario mechanism that runs call scenarios. This means that chat sessions can be completely computer-interactive (of course, with an option of agent connection at any...

Home working & the cloud contact center

Jan 18, 2013 7:57:34 PM

“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:

Announcing the Bright Pattern Update

Jan 9, 2013 1:10:16 AM

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 ...

Pole Position

Nov 30, 2012 5:25:32 PM

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...

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