3CLogic's Contact Center Blog

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.

In this 3CLogic Fireside Chat video, Observe.AI's Co-founder and Chief Revenue Officer, Sharath Keshava Narayana, uncovers the power of Natural Language Processing (NLP) and Natural Language Understanding (NLU) to reveal how organizations are using voice solutions to enable digital transformation and revolutionize the customer service experience.

In this 3CLogic Fireside Chat video ServiceNow's Head of Product Strategy for Customer Service Management, Nitin Badjatia, shares his views on the role of AI for customer service and how it will help solve the productivity downfalls of mundane tasks while improving agent performance.

The research is clear – the customer experience is essential to the success of any business and is a key differentiator for earning a consumer’s business.

Customer experience (CX) is the sum of all interactions a customer has with an organization, whether that be when they use the product or service, when they email the help desk for support, or when they come across the company on social media. Contact centers and their agents are uniquely positioned to influence the customer experience, as they interact with customers one-on-one.

As contact centers increasingly shift from on-premise to remote operations, it’s critical that enterprises adopt the following principles to ensure they deliver great customer experiences when their agents and teams are distributed.

In this interview with 3CLogic’s Chairman and CEO, Denis Seynhaeve, and Observe.AI’s Co-founder and CRO, Sharath Keshava Narayna, we explore the top challenges and opportunities contact center leaders will face in 2021.