Latest Contact Center Best Practices

Aug 08

On-Premise vs Cloud Contact Center Solutions

Posted by Guillaume Seynhaeve on Aug 8, 2014 10:10:00 AM

Today technology is at the center of any discussion regarding competitive advantage, sustainability, and growth. As it specifically relates to the contact center space, the ability to deliver and communicate with customers using the latest channels has never been more important.  And yet, despite the emphasis on offering the latest in customer communications, the vast majority of businesses are still basing their service delivery on old, inflexible, and costly premise-based solutions. Which begs the very obvious question, why? 

For one, while there is no denying that smartphones and the age of social media are quickly transforming the communication landscape, the tried and tested concept of calling-in is still not dead. In fact, 73% of customers still prefer to speak to a representative, which is far greater than those choosing to use Twitter to communicate at 22% (Forrester). And this shouldn’t come as a surprise when you consider the generational breakdown of today’s customers, from Baby Boomers (79 Million), to Generation X (52 Million), to Generation Y (75 Million), to Generation Z (Still growing); with every one listing the phone as a primary means of contact except for the last. So, yes, premise-based solutions are surviving by virtue of those generations, but the trend is quickly moving towards email, social, media, and web, so keeping to the old way of things may not be the wisest of strategies. At the very least, it will not support any long-term competitive advantage your company may otherwise have. 

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Topics: cloud based contact center, cloud based, call center, cloud based solution, contact center solution, cloud based call center, best business practices, employee retention, SaaS, customer satisfaction, first call resolution, On-Premise

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

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

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

Dec 09

SaaS Contact Center Software, the quick and dirty!

Posted by David Rastatter on Dec 9, 2013 12:00:00 PM

So what is software-as-a-service (SaaS)?

After being immersed in the contact center arena for quite some time, I have found that people are still having trouble grasping what software-as-a-service really is. Software-as-a-service, also known as SaaS, is an on demand software. The software is hosted in the cloud and a web browser acts as the medium for the customer to access it.

Think of it like renting an apartment, as opposed to owning one. Your landlord or property management company handles all of the maintenance headaches such as plumbing issues, broken air conditioning units, and changing light bulbs, while you enjoy the benefits of living in the apartment. SaaS can be seen as the same thing. It allows the customer to enjoy the product without worrying about the behind the scenes maintenance including updates and fixes. The customer uses the software, but its ‘skeleton’ remains unseen.

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Topics: cloud based solution, call center software features, call center software, customer support, software, SaaS