News : Bright Pattern Software Powers Zoyto Through Severe Weather
San Bruno, CA, Feb 10, 2014 -- In late January, the National Weather Service issued a winter storm watch for 23 counties in Texas; the same storm system that ultimately debilitated Atlanta, Georgia, was bearing down on the Lone Star State and forcing school and business closures. But Zoyto, a logistics and fulfillment company based in Houston, was unconcerned, and with some management forethought, the company never lost a minute of productivity, because they use Bright Pattern’s virtual contact center solution.
According to Liz Chandler, director of contact center services, Zoyto prepared in advance of the storm simply by telling its contact center agents to take their headsets home with them the day before.
"Our agents used their own home computers, both Apple Macs and PCs, across a number of operating systems," Chandler said. "All they needed were their headsets, Internet access and a web browser."
As a result, all of Zoyto’s contact center agents were able to do a full-day’s work, despite the bad weather that closed countless other Houston area businesses. Managers and supervisors were able to monitor all contact center activities from their home computers as well as if all agents were in the office.
Zoyto’s successful experience with remote agents has them looking at how to leverage Bright Pattern’s technology to allow special needs employees to work remotely on an as-needed basis. Such accommodations tend to produce happier employees, fosters an employee centric culture and reduces turnover.
Posted by Veronica Silva Cusi, news correspondent
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Say goodbye to overly complex and costly contact center infrastructure. Bright Pattern offers the next generation of cloud-based contact center and customer service management solutions. With flip-the-switch activation, you can deploy in days and make changes in minutes. As a multichannel, unified full-featured end-to-end solution, the ServicePattern™ platform helps you manage the complete life cycle of customer service and economically improve customer experience.
Published: Thursday, February 13, 2014