Latest Contact Center Best Practices

Dec 31

Jay's Corner: New Year's Resolutions and contact center software solutions

Posted by David Rastatter on Dec 31, 2013 9:10:00 AM

It’s almost the New Year, so people are ready to start their yearly New Year’s Resolutions. These resolutions are usually an attempt to break a bad habit or reinvent oneself. But, what if it’s not you who needs to make a change this year? What if it’s your contact center software that needs a New Year’s Resolution? How will you know? I’m here to give you the tell-tale signs.

First of all, if your contact center software doesn’t integrate with your CRM software, such as Salesforce, Microsoft Dynamics, Zoho, LeadMaster, CATSOne, or Infusionsoft, you might want to start looking for something new. A contact center solution with an integrated CRM can relieve many headaches and is less time-consuming than switching back and forth between windows. Good news: 3CLogic is a cloud-based contact center solution that is able to integrate with ANY CRM system you choose, even homegrown CRMs.

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Topics: cloud security, cloud based contact center, inbound, outbound, Inside sales, grid computing, blended contact center software

Dec 20

Jay's Corner: What does V-TAG Mean to Your Contact Center?

Posted by David Rastatter on Dec 20, 2013 9:20:00 AM

What is V-TAG?

The innovative, patent-pending, Virtual Telephony Application Grid (V-TAG) has set 3CLogic apart from other cloud-based contact center solutions. Without V-TAG, 3CLogic can’t guarantee 99.999% uptime. Without V-TAG, your reps will hear that “click” of the phone hanging up
more often, because of that pesky dialer delay. Without V-TAG, if that precious centralized server malfunctions for even a few minutes, say goodbye to those sales you were working so hard to make. Without V-TAG, keep trying to understand what the person on the other end of the phone is saying, with all that static. Just lie and say you are on the road, going through a tunnel, or maybe you can blame it on some bad weather. It’s not like your business relies on
these things to be successful….

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Topics: VTAG, cloud based contact center, fully redundant software, inbound, grid computing, contact center solution, cloud based call center, voice, SaaS, VOIP

Oct 25

What Customers Have Come to Expect

Posted by Rachel Brink on Oct 25, 2013 1:15:00 AM

In recent years, I feel as though my customer service expectations have risen tremendously. I am not completely sure why this is the case, but I know it has something to do with the technological advancements that our society has made. So many companies used to be able to get away with poor customer service because it was difficult for their customers to research them before hand, and harder for them to make the switch to a different company. Now, marketing is a two-way street; customers can post reviews on Facebook, Angie’s List, blogs and twitter regarding their experiences with companies. These customers can now project their opinions to thousands of people, if not more, and speak either highly or poorly of the companies with which they are doing business. Also, switching companies is now a matter of a quick and easy phone call. Companies can no longer get away with cutting any corners, and it has become a priority for many to re-vamp their customer service departments to ensure that they will not be brought down by negative reviews.

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Topics: customer service, inbound, call center, contact channels, call center software features, technical support, cloud customer support, software support, cloud customer service, customer support

Jul 11

Unlimited Call Scripting: Advice From An Introvert

Posted by Madeleine Coe on Jul 11, 2013 2:00:00 PM
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Topics: inbound, outbound, crm software, cloud customer service, customer support, call scripts

Jun 25

Three Ways to Handle Call Spikes during the Zombie Apocalypse

Posted by Madeleine Coe on Jun 25, 2013 2:00:00 PM

You hear a scrape against the pavement. It is not a footstep, but rather the sound of something being dragged. You’ve just made your commute to work and are walking through the parking garage. A figure looms in the distance, barely visible. It’s still dark outside in the pre-dawn hours of the morning. The hairs on the back of your neck prick up.

You walk faster, shaking your head and telling yourself not to over-think it. It’s probably just someone else that works in your office building. Your morning coffee hasn’t kicked in and this could just be the remnants of a nightmare.

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Topics: VTAG, inbound, outbound, cloud based solution, call center scalability, grid computing, increased call volume