Top 5 CX Strategies to Optimize Your Contact Center in 2024

Posted by Louise Gutenberg on Jan 9, 2024 9:00:00 AM

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way. Chances are, however, simply adding cloud capabilities as an additional layer on top of your current communications platform will have minimal impact on your business if little thought is given to how these are weaved into your workflows and processes. For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better.

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Topics: CRM, contact center, best practices, contact center integrations, customer service trends, artificial intelligence, AI, automation, business transformation

4 Tips to Improve Customer Experience Management (And Why You Should)

Posted by 3CLogic on May 26, 2022 8:00:00 AM

In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.

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Topics: CRM, contact center integrations, call center solutions, CSM, Customer Experience Management

Delivering a Great Customer Experience: Why Contact Centers Struggle and What It Takes to Succeed

Posted by 3CLogic on Jan 31, 2022 9:00:00 AM

If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.

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Topics: CRM, customer experience, contact center integrations, agent coaching, contact center solutions

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

How SugarCRM Helps Improve Customer Service

Posted by Faye Business Systems Group on Nov 30, 2016 10:05:57 AM

Many company executives realize the importance of customer service to their organization. It’s no longer seen as just an outlet for customer complaints but instead a department to help ensure customer loyalty. As its core function, customer service is expected to effectively handle basic customer transactions.

Think back to a bad customer service experience. What do you wish the rep had done better? How about the best experience you had? If you’re like most people, you expect customer service to be able to quickly and proactively help answer questions and resolve issues. After all, isn’t that why they are there?

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Topics: customer service, CRM, SugarCRM

Overcoming Organizational Silos for an Enhanced Customer Experience

Posted by Rachel Brink on Sep 2, 2016 9:19:08 AM

Customer experience is quickly becoming businesses’ next competitive battleground, expected to overtake price and product as a brand’s key differentiator by 2020. And while many organizations are making CX strides within their individual departments, adopting advanced solutions (CRM, Marketing Automation, Contact Center Solution, Billing Software, etc.) and business processes to help streamline customer data management and user activities, most are still lagging as it relates to cross-departmental collaboration and communication. In fact according to a recent survey by Fast Company, 70% of organizations believe that “Silo Mentality” is the biggest organizational hurdle to improving the Customer Experience.

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Topics: customer service, CRM, customer experience

6 Ways to Boost Sales in SugarCRM

Posted by Rachel Brink on Jun 3, 2016 9:42:11 AM

Customer Relationship Management (CRM) platforms exist to help businesses manage the vast amount of information their customers provide, and use it to more effectively build lasting relationships—right? But the missing piece of the puzzle, and one many take for granted, is the communications component (telephony)–the true vessel that is facilitating these strong and lasting customer relationships.

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Topics: crm integration, CRM, SugarCRM, CTI

Guest Post: 3 Things Your CRM & Contact Center Solution Can Teach You

Posted by W-Systems Corp. on Mar 24, 2016 9:33:33 AM

what-your-crm-and-contact-center-solution-can-teach-you

The first thing you should do to make powerful discoveries about your customer is successfully adopt a CRM system. The next step is integrating your CRM with a contact center software platform. By combining the data in your CRM with data from your call center, you can get to know your customer even better. Here are some examples of what you will learn:

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Topics: customer service, CRM, contact center solution

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