Latest Contact Center Best Practices

Aug 26

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

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

Jul 26

Guest Post: 6 Must Have Tools for SugarCRM Users

Posted by Epicom on Jul 26, 2016 9:22:49 AM
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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, Epicom 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

May 06

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

Apr 22

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

Feb 05

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

Posted by Rachel Brink on Feb 5, 2016 9:30:00 AM

 

When it comes to “waiting on hold”, studies have shown that only 43% of consumers are willing to wait for longer than a minute, 39% for longer than five minutes, and only 18% for longer than ten—meaning that 57% of consumers will hang-up if their call is not answered by a live individual in less than 60 seconds. And failing to plan for high call volume or fix long wait times could present businesses with a number of challenges, including lost sales and reduced customer loyalty.

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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, CSR