Latest Contact Center Best Practices

Oct 16

The Role of Multichannel Communications in the Contact Center Space

Posted by Rachel Brink on Oct 16, 2014 9:01:00 AM

According to Oracle, businesses following a multichannel customer care strategy achieve more than double (9.7 vs. 3.9%) year-over-year improvements in customer satisfaction, as opposed to those using only a single channel. While voice has always been the dominant mode of communication, with 98% utilization amongst businesses and the channel with the highest client satisfaction ratings across all generations, alternative means of communication are playing an increasingly important role within the customer service space.

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Topics: customer service, call center, crm integration, multichannel contact center, multichannel call center, email, contact center, social media, voice, chat, text, virtual assist

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

Jul 16

Why Contact Center, Not Call Center?

Posted by Madeleine Coe on Jul 16, 2013 2:00:00 PM

In the past few years, you may have noticed a change in the telecom industry. Contact center has replaced call center in industry jargon when discussing the type of business you run. Why? Because the customer of today wants to experience customer service that makes them feel special, but they want to be able to do it on their own time.

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Topics: call center, 360 view, contact channels, contact center, social media, call blast, voice, chat, text