Rethinking Legacy Systems: 3 Steps Customer Experience Leaders Can Take to Modernize the Service Experience

Posted by 3CLogic on Aug 12, 2022 8:00:00 AM

Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint. 

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Topics: voice, contact center technology, customer service management, digital transformation, SMS

Today's CIO Role: What to Consider to Prepare for Potential Tough Times

Posted by 3CLogic on Jul 29, 2022 8:30:00 AM

The stock market has been uncertain at best, interest rates are rising, and the Consumer Price Index — a measure of inflation — is the highest it’s been in 40 years. These signs suggest that a tighter economy might be around the corner. 

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Topics: redundant systems, employee retention, voice, customer experience, contact center technology

To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service

Posted by 3CLogic on Apr 20, 2021 2:05:12 PM

The numbers don’t lie: today’s contact centers are expected to resolve issues fast. 80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. 

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. 

The question is no longer should I adopt voice self-service for my contact center? It’s how can I adopt it as fast and as efficiently as possible? This article will tell you where to begin so you can start unlocking the massive benefits of voice self-service for your business.

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Topics: voice, customer experience, self-service, IVR, customer service experience, voice self-service

How to make voice analytics your competitive advantage today and the future.

Posted by Kathy Ruxton on Oct 9, 2018 12:10:52 PM
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Topics: voice, reporting and analytics, ServiceNow, customer engagement, sentiment analysis

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

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

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