Latest Contact Center Best Practices

Aug 19

How to identify and prioritize your contact center’s incoming calls

Posted by Rachel Brink on Aug 19, 2016 9:48:46 AM

As customer service continues to overtake price and product as a brand’s key differentiator, businesses are increasingly seeking out ways to help streamline and optimize every aspect of the customer experience, from queue management and hold times, to interactions and follow-ups. But for many of today’s leading contact centers, there is very little control over when a call is answered and by whom, and often no efficient or effective means of identifying callers prior to speaking with them. Consider this—while 59% of calls require identity verification, only 3% are handled entirely through automated processes (ContactBabel). For most, basic and static IVR menus(i.e. “press 1 for sales, press 2 for support”) are the primary means of differentiating callers and attempting to route them to the appropriate department, with little to no account for preexisting customer data or prior interactions.

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Topics: call center, contact center, IVR, call handling procedures, skills based routing

Aug 12

Artificial Intelligence and Customer Service- Oil and Water?

Posted by Rachel Brink on Aug 12, 2016 9:27:09 AM

The customer service space has undoubtedly evolved over the past several years, and the momentum is not expected to slow down as artificial intelligence (AI) continues to advance. AI-powered voice recognition software—known to the customer service space as the “virtual agent”—has already made its way into many of today’s contact centers, replacing live agents to assist clients with a variety of tasks and inquiries. Coupled with the proliferation of messaging apps, many are also beginning to see the development of chatbots—software programs that use messaging as the interface through which to carry out any number of tasks, from checking an account balance, to making a reservation, to helping users buy a pair of shoes. Virtual assistant startup, Interactions, recently secured an additional $56 million in funding, indicating that the trend is certainly picking up speed.

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Topics: customer service, contact center, self-service, virtual agents, artificial intelligence

Aug 05

Computer Telephony Integration (CTI) for ServiceNow’s Customer Service Management (CSM) Platform

Posted by Rachel Brink on Aug 5, 2016 9:08:15 AM

3CLogic is a leading provider of cloud communications as a service offering the only seamlessly integrated multichannel and Computer Telephony Integration (CTI) platform for today's enterprise businesses.  Designed to complement existing operational workflows and on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for either sales, customer support, or call center organizations.  Built on a unique distributed architecture hosted on AWS, 3CLogic offers both a pure cloud and hybrid cloud solution while delivering market-leading security, reliability, and system flexibility. 

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Topics: customer service, customer service management, CTI, ServiceNow, ServiceNow CTI, computer telephony integration, CSM

Aug 03

Guest Post: How to Customize the SugarCRM Home Screen with List Views

Posted by Faye Business Systems Group on Aug 3, 2016 9:18:04 AM

Unlike other CRM’s out there (you know who you are), when it comes to customizing your SugarCRM home screen, you’ve got more options than a lunch at Chipotle. Did you know that you can actually add List View reports to your home screen? There might be some really useful data that your sales team would want to see each time they log in to Sugar, and we’re going to show you how to do that.

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Topics: SugarCRM

Jul 29

Preparing for Increased Call Complexity in the Contact Center

Posted by Rachel Brink on Jul 29, 2016 11:54:00 AM

As consumers continue to gravitate towards alternative digital touch points such as online knowledge bases, social media, and web chat for customer service, many contact centers have unsurprisingly experienced a noticeable shift in the volume and nature of their calls. In fact, according to the 2016 Global Contact Centre Benchmarking Report, contact centers have seen a 13.2% decrease in call volume in the past year. And while a transition to lower cost alternatives certainly helps improve an organization’s bottom line and customer experience, it also presents the call center with its own unique set of challenges—increased call complexity, to be specific.

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Topics: customer service, call center, multichannel communications