5 Ways to Reduce Your Contact Center’s Average Time in Queue

Posted by 3CLogic on Aug 3, 2021 12:19:39 PM

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare.

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. What’s more, over 13% of respondents said that hold time, no matter how long, is unacceptable altogether.

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Topics: customer service, contact center software, CRM, contact center solution, call center software, customer support, high call volume, contact center solutions, time in queue, customer service team, wait on hold, on hold, waiting on hold, customer service rep

Top 3 Key Takeaways from ServiceNow’s “Putting Service First” Report

Posted by Rachel Brink on Aug 26, 2016 10:35:46 AM

ServiceNow recently released the findings of its “Putting Service First” report, which surveyed 200 senior managers in customer service roles at large U.S. firms (with at least 500 employees) on their organizations’ customer support approaches. Revealing several key insights and challenges faced by large customer support teams around the country, the report provides useful information and tips for service professionals looking for ways to streamline and enhance their customer support initiatives, without it costing them an arm and a leg. Check-out the key takeaways from this year’s survey:

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Topics: customer service, call center software, customer service management, CTI, ServiceNow, ServiceNow CTI, CSM

Guest Post: 6 Must Have Tools for SugarCRM Users

Posted by W-Systems Corp. on Jul 26, 2016 9:22:49 AM

The variety and size of the Sugar ecosystem is really incredible. There are countless partners, integrators, apps and customizations that are extending the power of Sugar far beyond CRM. As a CRM consultant, UpCurve Cloud is often looking for the best applications in the ecosystem to recommend to our customers. Below is a list of the tools we most often recommend and a description of what they do.

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Topics: crm integration, call center software, SugarCRM, sales tools, sugarcrm integrator, crm integrator

Customer Service Management for Today’s Enterprise Business: Merging “Old” with “New”

Posted by Rachel Brink on May 6, 2016 9:44:11 AM

While the merits of cloud solutions are widely understood, many of today’s enterprise businesses continue to power client communications with old tried-and-true legacy systems, such as Cisco or Avaya, which have proven to deliver exceptional security and service quality, while facilitating compliance with the latest regulatory standards. But as consumers continue to demand fast and effortless service, many businesses are recognizing the need to adopt a more flexible solution capable of integrating various systems (CRM, Service Management, Call Center Software) and communication channels (voice, email, chat), breaking down departmental siloes, and scaling as quickly as client needs dictate—capabilities only the cloud can truly deliver. And this has left many wondering—must businesses give up the security benefits of the “old” to gain the flexibility benefits of the “new”?

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Topics: call center software, customer service management, hybrid cloud, enterprise communications, service management

3CLogic Scores High Marks on GetApp’s Call Center Rankings for Sixth Consecutive Quarter

Posted by Rachel Brink on Apr 22, 2016 9:06:24 AM

Gartner's leading software marketplace, GetApp, recently released its quarterly “Top 25 Call Center Apps Based in the Cloud”, and 3CLogic scored high marks for the sixth consecutive quarter. Scoring vendors based on five key criteria—integration capabilities, security, reviews, media presence, and mobility—3CLogic is ranked among the top five call center applications.

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Topics: call center software, call center solution

The Top 4 Biggest Challenges For Contact Centers in 2016

Posted by Rachel Brink on Jan 29, 2016 8:59:21 AM

Each New Year brings its own set of unique opportunities to the contact center space, both from a technological standpoint as well as an operational one. And as businesses continue to adopt the latest solutions and best practices to support their employees, customers, and organizations as a whole, many continue to run into challenges piecing everything together and making good use of it all. But what are some of the challenges contact centers are anticipating in the coming months? And how can businesses more effectively manage what they have and mitigate the risk of a potential issue? Let's check out the findings of Contact Center Pipeline’s recent survey, “Contact Center Challenges & Priorities”, revealing some of the biggest challenges for organizations today—and how to alleviate them in 2016.

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Topics: customer service, call center, CRM, contact center, contact center solution, call center software, self-service, agent retention, knowledge management, knowledge base, contact center attrition, SLA, ASA, service level, high attrition, attriction rate

4 Must-Have Tools for Your Sales Team in 2016

Posted by Rachel Brink on Jan 7, 2016 8:50:46 AM

 

The sales landscape has significantly evolved over the past few years as consumers become more informed and empowered, and alternative touch points continue to emerge. What was previously a process largely controlled by the seller, 57% of the purchasing decision is now made before an individual even contacts a business, something that has presented businesses with a number of challenges. And to keep up with the growing demands of the customers they’re serving, businesses have recognized the need to adopt a number of advanced solutions, from marketing automation, to CRMs and contact center software, in order to more effectively attract, sell, and retain their client base. So what are some of the solutions sales teams should be utilizing in 2016?

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Topics: CRM, contact center solution, call center software, sales, marketing automation, sales best practices, call center solutions, sales team

Top 6 Contact Center and Customer Service Trends for 2016

Posted by Rachel Brink on Dec 18, 2015 8:58:00 AM

The contact center space is changing—so what should one expect in 2016?

top-2016-contact-center-trends.jpg1) Businesses will create a stronger alignment between sales, marketing, and customer service—and their corresponding technologies

Stronger alignment between sales, marketing, and customer service teams, and their corresponding technologies, will perhaps be one of the greatest opportunities for businesses to grow and monetize their existing relationships in the coming year. According to Aberdeen group, highly aligned organizations achieved an average of 32% year-over-year revenue growth, while their less aligned competitors saw a 7% decrease in revenue. But despite the astounding potential, only 8% of companies state they have tight alignment between sales and marketing (Forrester). With a heavy focus on understanding the entire customer journey, businesses will likely integrate more aspects of their business, from departmental data to SaaS solutions (marketing automation, CRM, contact center software), to help to ensure their employees are operating efficiently and are working with greater insight into their customer base in 2016. Check-out how our partner, W-Systems Corp., is helping organizations achieve this.

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Topics: customer service, contact center software, contact center, call center software, customer service trends, contact center trends, contact center solutions, call center solutions

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