Guillaume Seynhaeve

Guillaume Seynhaeve
Guillaume Seynhaeve is the VP of Marketing and Business Development at 3CLogic with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience.

Recent Posts

6 Ways to Running your Most Successful Outbound Call Center Campaign

Posted by Guillaume Seynhaeve on Nov 22, 2016 12:30:38 PM

Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.

But what do those on the receiving end think of these enhanced outreach efforts?

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Topics: call center, contact center, outbound campaign, outbound call center, sales campaign, outbound sales

5 Tricks to Enhancing Sales Lead Conversions

Posted by Guillaume Seynhaeve on Mar 6, 2015 12:06:50 PM

Despite the advancements in technology, the basics of sales and lead conversions have largely remained untouched. For any sales outreach to succeed you need the following:

  1. Successfully contact the lead.
  2. Provide the prospect a relevant pitch
  3. Nurture the lead through to the close.
  4. Maintain the relationship.

While conceptually simple, the fact remains many will readily attest to the contrary, with the increasing challenge each modern sales rep faces clearly obvious when you consider the following:

  • 80% of sales require 5 follow-up calls after the initial meeting to close
  • The average sales rep spends over 6 hours prospecting for leads.
  • Sales reps average 8 calls per hour to setup just 1 appointment.
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Topics: sales campaign, sales, lead conversion

6 Steps to Running your Most Successful Outbound Call Center Campaign

Posted by Guillaume Seynhaeve on Feb 6, 2015 10:00:35 AM

Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.

But what do those on the receiving end think of these enhanced outreach efforts?

Read More

Topics: call center, contact center, outbound campaign, outbound call center, sales campaign, outbound sales

Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM

The contact center space is changing. So what should one expect in 2015?

Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

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Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

6 Ways to Manage High Call Volume During the Holiday Season

Posted by Guillaume Seynhaeve on Nov 24, 2014 8:52:00 AM

Consider the Following:

- 20-40% of yearly sales for small and mid-sized     retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth

And what does a rise in holiday shopping generally mean for businesses?  More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint. 

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Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics

Is the Predictive Dialer Dead?

Posted by Guillaume Seynhaeve on Oct 22, 2014 9:01:00 AM

The emergence of Predictive Dialing has revolutionized the way contact centers perform outbound campaigns. What was once a tiring, manual, and inefficient task, can now be fully automated and maximized. In fact, contact centers have enjoyed a 50% increase in sales, 100% growth in profits, and 400% improvement in agent productivity since the introduction of predictive dialer platforms. But despite being the ideal solution for outbound campaigns, predictive dialers have faced substantial scrutiny and restrictions in recent years, requiring users to proceed with extreme caution.  So are the days of the predictive dialer numbered?

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Topics: call center, contact center, predictive dialer, pci compliance, tcpa, preview dialer

Big Data and your Contact Center

Posted by Guillaume Seynhaeve on Sep 19, 2014 8:54:00 AM

The contact center space is not what it once was.  Previously based on a single communication channel (the telephone), it has since evolved into a far more complex and multichannel enterprise responsible for managing the majority (if not all) of a business’ customer relationships.   No small feat by any definition. However, with the growing advancements in technology and the increasing number of potential customer touch points, the ability to gain greater insight into what makes each consumer tick has never been more within reach.  And yet, with the exponential amount of client data – Big data to be specific – traveling through today’s contact centers, comes the exponentially difficult task of wrapping your hands around it all and putting it to good use.   After all, with 90% of the world’s data created in the last two years (KPMG) the potential is huge but so is the undertaking. 

While many companies have discovered ways to collect and even organize their big data, turning it into actionable intelligence has proven to be quiet the challenge. According to a recent study conducted by both Salesforce and Forrester, 76% of companies express a lack of real-time analytics and unified reporting as one of the key hurdles facing customer service managers.  And yet most consider such access to actionable data a key stepping stone to delivering any form of world-class customer service in the future.  Among those few businesses able to manage their data (perhaps only in part), 74% fail to gain access to the results for up to four weeks!

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Topics: call center, contact center, cloud call center, big data, edge computing

4 Things to Consider When Moving Your Contact Center to the Cloud

Posted by Guillaume Seynhaeve on Aug 22, 2014 9:08:00 AM

The debate over the merits of moving an enterprise’s contact center operations to the cloud has long been addressed and settled.  If you are in need of greater market adaptability, can benefit from a flexible workforce, need to simplify your infrastructure, operate a seasonal business, need to reduce company costs…and so on, the concept easily sells itself.   In fact, with 70% of companies using on-premise solutions planning to make the move in the next 1-3 years, you would be in good company.

However, the logistics of successfully migrating to a cloud contact center solution are contingent on your ability to properly prepare for the change.  It doesn’t have to be difficult (and it usually isn’t), but here are a few things to consider:

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Topics: call center, crm integration, public cloud, call center scalability, call center software, best business practices, work force management

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