Latest Contact Center Best Practices

Jun 14

How to Build a Natively Integrated Call Center in ServiceNow

Posted by Kathy Ruxton on Jun 14, 2018 8:53:14 AM
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Topics: ServiceNow, telephony CRM integration, customer service management, webinar, CSM, IVR

May 19

The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways

Posted by Kathy Ruxton on May 19, 2018 6:02:34 PM
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A record 20,000 attendees consisting of a vast array of enterprise IT professionals and leaders gathered at the Sands Expo Hall in Las Vegas last week to experience the future of work according to ServiceNow – and the company did not disappoint!

The massive 3-day event was packed with keynotes, analyst presentations, classroom sessions, developer labs and exhibits with over 100 ServiceNow partners, showcasing the latest technologies, trends and topics related to the future of ServiceNow, the ecosystem and how the company is empowering digital transformations and delivering great customer and employee experiences.

Read on to explore the top highlights from the show:

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Topics: Knowledge18, ServiceNow, Product Launch, telephony CRM integration, Cloud Communication, customer service management

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

Aug 05

Computer Telephony Integration (CTI) for ServiceNow’s Customer Service Management (CSM) Platform

Posted by Rachel Brink on Aug 5, 2016 9:08:15 AM
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3CLogic is a leading provider of cloud communications as a service offering the only seamlessly integrated multichannel and Computer Telephony Integration (CTI) platform for today's enterprise businesses.  Designed to complement existing operational workflows and on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for either sales, customer support, or call center organizations.  Built on a unique distributed architecture hosted on AWS, 3CLogic offers both a pure cloud and hybrid cloud solution while delivering market-leading security, reliability, and system flexibility. 

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Topics: ServiceNow, customer service, CSM, customer service management, computer telephony integration, CTI, ServiceNow CTI

May 24

Top 3 Key Takeaways from Knowledge16

Posted by Rachel Brink on May 24, 2016 9:19:07 AM
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This past week, 3CLogic had the privilege of sponsoring and exhibiting at Knowledge16, the largest and most reputable service management conference in the world, hosted by ServiceNow. Filled with over 200 breakout sessions, 120 labs, industry shaking keynotes, and an expo hall with over 100 ServiceNow partners, the show helped highlight the service management revolution that is currently underway, and how enterprises can prepare. If you weren’t able to attend this year’s conference, or would simply like a quick recap, check-out the following three key takeaways from the event.

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Topics: customer service management, ServiceNow, service management, Knowledge16