Latest Contact Center Best Practices

David Rastatter

Recent Posts

Feb 17

Make your cloud contact center a profit center....

Posted by David Rastatter on Feb 17, 2014 12:50:00 PM

Contact center administrators have a lot on their plates. They have to stay on top of all of their agents and make sure everything is running smoothly every single day. With 24/7 support being a must in this day and age, most contact center administrators are not always working in their office or even at the call center. In some cases, the contact center agents are not even working together in a single call center. With 3CLogic, not only can agents sign in from anywhere that they have internet, administrators can log into the contact center portal online from any web browser. This way, administrators can check reports, adjust projects, assign leads, and more; from their smart phone or tablet, with no app needed. They simply log into the portal from any web browser of their choosing: Firefox, Internet Explorer, Chrome, etc.

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Topics: cloud based, cloud based solution, call center scalability, cloud customer service, remote agents, cloud call center, SaaS, auto-attendant for call center, reporting contact center tools

Feb 05

3CLogic Contact Center Software: Always on, always innovating

Posted by David Rastatter on Feb 5, 2014 9:00:00 AM

Software continues to evolve every day, harnessing human creativity and technological innovation in a process that adapts to an ever changing environment. But as with all types of evolution, this process is not without its hiccups. This is specifically true when it comes to contact center software. Any flaws in a system’s development can have a direct impact on the success of that business. That being said, software upgrades are not a bad thing. Upgrades fix bugs, enhance existing tools, and add new ones, but upgrades can also be a double edged sword. How many times have you upgraded your smart-phone software and had problems? You may be happy with the overall upgrade, but some things don’t measure up. The same concept applies to contact center software.

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Topics: cloud security, cloud based contact center, contact center software, cloud call center, scalability, no centralized server

Jan 23

Jay's Corner: Customer Service in Cloud Contact Centers

Posted by David Rastatter on Jan 23, 2014 12:39:00 PM

Don't you hate it when you call a support line and have to wait on hold? Or even worse, you finally get on the phone with someone, but they cannot answer your question so you have to be transferred to someone else. I can recall a couple times where I was on the phone (or on hold, mostly) with my bank, as well as my television provider for an extended period of time. With my bank, I was continually transferred to different people to try and diagnose the problem; and then go ahead and fix it. I understand that some things take time because of the security measures they must take, but I shouldn’t have to free up my entire day to make one phone call. My conversation with Verizon Fios was similar. We were being charged for a package we didn’t subscribe to. It shouldn’t be that difficult to fix that problem. Still, I was sent to multiple different people to resolve a fairly simple issue.

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Topics: customer service, cloud based contact center, crm integration, cloud based solution, custom crm integration

Jan 10

Jay's Corner: Its trendy, trendy, trendy: 2014 Contact Center Trends

Posted by David Rastatter on Jan 10, 2014 11:50:00 AM

An article about contact center trends recently caught my eye. The article, found here at Nearshore Americas: The Eight Most Influential Contact Center Trends, hones in on eight contact center trends for 2014. However, I would like to focus on the six trends that I believe are most important.

The first trend in the article is fitting in the cloud. Many contact centers have already moved to the cloud by using software solutions, but most are still premise-based. The cloud provides huge advantages for contact centers including scalability and speed of deployment. Security and reliability were once liabilities, but are becoming stronger on the cloud. Small and medium sized businesses are expected to move to the cloud. However, as the article states, large outsourced call centers will probably not make the change just yet.

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Topics: VTAG, contact center software, 360 view, contact channels, blended contact center software, cloud customer support

Dec 31

Jay's Corner: New Year's Resolutions and contact center software solutions

Posted by David Rastatter on Dec 31, 2013 9:10:00 AM

It’s almost the New Year, so people are ready to start their yearly New Year’s Resolutions. These resolutions are usually an attempt to break a bad habit or reinvent oneself. But, what if it’s not you who needs to make a change this year? What if it’s your contact center software that needs a New Year’s Resolution? How will you know? I’m here to give you the tell-tale signs.

First of all, if your contact center software doesn’t integrate with your CRM software, such as Salesforce, Microsoft Dynamics, Zoho, LeadMaster, CATSOne, or Infusionsoft, you might want to start looking for something new. A contact center solution with an integrated CRM can relieve many headaches and is less time-consuming than switching back and forth between windows. Good news: 3CLogic is a cloud-based contact center solution that is able to integrate with ANY CRM system you choose, even homegrown CRMs.

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Topics: cloud security, cloud based contact center, inbound, outbound, Inside sales, grid computing, blended contact center software