Latest Contact Center Best Practices

Jun 25

Tomorrow’s Contact Center – Who will be at the helm?

Posted by Rachel Brink on Jun 25, 2014 8:26:00 AM

Historically, contact centers have primarily been dominated by the young, if you believe a 2008 YouGov survey, with many generally below the age of 30.  With an increasingly tech-savvy and demanding consumer-base, one might interpret this as a benefit.  After all, who better to meet the multi-channel habits of today’s needy customers than today’s tech-centric youth?

Read More

Topics: customer service, cloud based contact center, call center, multichannel contact center, multichannel call center, contact center, call center software, cloud based call center, cloud call center, best business practices, employee retention, service delivery, VOIP

Mar 24

Is Your Contact Center Truly Redundant?

Posted by Guillaume Seynhaeve on Mar 24, 2014 1:30:00 AM

Over the weekend, the weather finally changed, with temperatures in the high 60’s on Saturday.  It’s not something I generally get excited about, but after this year’s brutal winter I took advantage of the break from the cold to go on a long run with friends.  It was on this run that someone asked me, “How is it that my home phone never goes down but that a number for one of Ashburn’s biggest data centers can, and recently did, with only a busy tone for those trying to get through?” 

Knowing what I do for a living, he went on to explain that one of the employees at the data center had been fired and chosen to turn off the switches before walking out, which brought the whole center to a standstill.  In fact, not only was he able to bring down all of the managed hosted services, but the VOIP-based PBX system was also shutoff, which prevented the entire support staff from making or receiving calls.   To make matters worse, every client who tried to call customer support heard nothing but a busy tone.  Doesn’t help when one of those clients is the state government.

Read More

Topics: fully redundant software, contact center software, call center, call center scalability, 360 view, call center software features, call center software, cloud based call center, technical support, cloud customer service, redundant systems, customer support, scalability, fault tolerance, service delivery, IVR technology, VOIP

Mar 03

CEO Thoughts: Hate maintenance windows? So do we.

Posted by Guillaume Seynhaeve on Mar 3, 2014 10:45:00 AM

I am working with a mortgage broker to refinance my home. The mortgage broker uses a number of tools to communicate with his clients and seems to be pretty tech savvy. I found out that he uses Salesforce.com because he invited me to communicate with him using Chatter.

Read More

Topics: cloud based contact center, outbound, crm integration, cloud based solution, 360 view, call center software features, blended contact center software, contact center, contact center solution, call center software, cloud customer support, cloud customer service, small business solution, cloud call center, customer support, best business practices, scalability, SaaS, VOIP, product delivery

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….

Read More

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

Sep 24

Grid Computing in a Contact Center...say what?!

Posted by David Rastatter on Sep 24, 2013 1:36:00 PM

Grid Architecture

Read More

Topics: VTAG, grid computing, call center software, cloud based call center, VOIP