Why Service Departments Should Use Low-Code Solutions to Build Voice Workflows

Posted by 3CLogic on Aug 4, 2022 8:00:00 AM

Doing more with less has quickly become a way of life for most organizations. In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support.

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Topics: IVR, ServiceNow, automation, webinar, voice workflows

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

6 Contact Center Management Best Practices to Improve Operations and Reduce Costs

Posted by 3CLogic on Jul 8, 2022 9:00:00 AM

What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. 

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Topics: agent retention, agent training, reporting and analytics, contact center technology, automation, cost savings

4 Reasons Why Successful Contact Centers Choose VoIP Software

Posted by 3CLogic on Jun 28, 2022 10:04:58 AM

If you need proof that contact centers are far different today than they were several years ago, just think of the term itself. Call centers that focused on phone-based support eventually transformed into robust departments that interact with customers on channels such as email, SMS, live chat, and more. The modern contact center emerged.

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Topics: remote agents, VOIP, call center technology, computer telephony integration, cost savings

How a State Government Agency Reduced Inbound Call Handle Time by 83% with 3CLogic

Posted by 3CLogic on Jun 14, 2022 3:14:47 PM

Digital transformation in the private sector helped 80% of companies weather the economic slowdown during the pandemic. But the team at Delaware’s Department of Labor is proof that public sector leaders can also benefit from the operational efficiencies that cloud-based contact center services provide.

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Topics: IVR, ServiceNow, automation, citizen services

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