How COVID-19 Exposed the Crucial Need for Call Centers

Posted by 3CLogic on Jun 17, 2020 11:20:55 PM

Voice Remains a Key Part of the Customer Service Value Chain

 

For decades companies have been experimenting with new technologies (chat bots, emails, artificial intelligence) to respond more effectively to customer inquiries. However, if the recent COVID-19 events have revealed anything, it is that sometimes people simply need to talk to a real-life person. This is not only true for the current crisis but extends to any complex, time-sensitive, or personal crisis at any point in time.

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Topics: customer service, call center, work from home, omnichannel, customer service team, cloud call center solution, telephony CRM integration, voice platform, digital workflows, digitaltransformation, COVID19

4 Tips on How to Enable a Work from Home Workforce

Posted by 3CLogic on May 12, 2020 5:00:00 AM

For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work.

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Topics: work from home, omnichannel, customer service team, cloud call center solution, ServiceNow, speech analytics, voice platform, digital workflows, digitaltransformation, COVID19, intelligent routing

Why Voice is Essential to the Customer Experience

Posted by 3CLogic on Apr 9, 2020 7:00:00 AM

Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete.

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Topics: interactive voice response, omnichannel, voice platform, digital workflows

CTI Connector: A Short-Term Solution for a Long-Term Problem

Posted by Denis Seynhaeve on Jul 30, 2019 9:39:28 AM

Since digital transformation is the integration of digital technology into all areas of a business, at some point all enterprises embarking on this journey must address this challenge...

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Topics: customer experience, CTI, hybrid cloud, digital transformation, DX, CTI Connector

It's "Game Over" for your DX if you Think it's Just About Digital

Posted by Kathy Ruxton on Jul 1, 2019 11:21:09 AM
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Topics: customer experience, digital transformation, DX

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