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

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

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

May 13

5 Things You Can't Miss at Knowledge16

Posted by Rachel Brink on May 13, 2016 9:37:35 AM

Knowledge16, ServiceNow’s 10th annual conference, is this year’s can’t-miss event, bringing together over ten thousand CIOs, ITIL professionals, service management gurus, industry thought leaders, and more! With over 200 breakout sessions, 120 labs and industry-shaking keynotes, Knowledge is designed to help ServiceNow users and IT professionals expand their understanding of the advanced service management platform, and discover ways to further enhance its functionality. And guess what—it’s not too late to sign-up! Click here to learn more. For those who are already registered, or plan to be, don’t miss the following five events at the show!

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

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