Latest Contact Center Best Practices

Mar 03

CEO Thoughts: Hate maintenance windows? So do we.

Posted by Guillaume Seynhaeve on Mar 3, 2014 10:45:00 AM

I am working with a mortgage broker to refinance my home. The mortgage broker uses a number of tools to communicate with his clients and seems to be pretty tech savvy. I found out that he uses Salesforce.com because he invited me to communicate with him using Chatter.

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Topics: cloud based contact center, outbound, crm integration, cloud based solution, 360 view, call center software features, blended contact center software, contact center, contact center solution, call center software, cloud customer support, cloud customer service, small business solution, cloud call center, customer support, best business practices, scalability, SaaS, VOIP, product delivery

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