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

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

Where IoT, Fog Computing, and Contact Centers Come Together

Posted by Guillaume Seynhaeve on Oct 9, 2014 9:53:00 AM

Where does the Internet of Things, fog computing, and contact centers come together?  Read the latest interview with 3CLogic's CEO, Raj Sharma, as he explains how the evolution in IoT is changing the contact center space, as printed in Fog Computing World by Carl Ford (Making Contact with the Internet of Things Community - 10/8/2014)

When it comes to the IoT Evolution, we are facing major changes in what we share and in what is known about us.  The result is that the contact center can have access to resources and information that helps expand quality of service. I had the opportunity to interview Raj Sharma the CEO of 3CLogic who explained to me what we should see as the impact of IoT in terms of service.  What I find the most fascinating in the discussion is the focus on Fog Computing and the impact of cloud service models within the Enterprise.

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Topics: VTAG, call center, multichannel contact center, grid computing, contact center, cloud call center, scalability, reliability, edge computing, fog computing, IoT, Internet of Things, cloud contact center

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 9:08:12 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

On-Premise vs Cloud Contact Center Solutions

Posted by Guillaume Seynhaeve on Aug 8, 2014 10:10:00 AM

Today technology is at the center of any discussion regarding competitive advantage, sustainability, and growth. As it specifically relates to the contact center space, the ability to deliver and communicate with customers using the latest channels has never been more important.  And yet, despite the emphasis on offering the latest in customer communications, the vast majority of businesses are still basing their service delivery on old, inflexible, and costly premise-based solutions. Which begs the very obvious question, why? 

For one, while there is no denying that smartphones and the age of social media are quickly transforming the communication landscape, the tried and tested concept of calling-in is still not dead. In fact, 73% of customers still prefer to speak to a representative, which is far greater than those choosing to use Twitter to communicate at 22% (Forrester). And this shouldn’t come as a surprise when you consider the generational breakdown of today’s customers, from Baby Boomers (79 Million), to Generation X (52 Million), to Generation Y (75 Million), to Generation Z (Still growing); with every one listing the phone as a primary means of contact except for the last. So, yes, premise-based solutions are surviving by virtue of those generations, but the trend is quickly moving towards email, social, media, and web, so keeping to the old way of things may not be the wisest of strategies. At the very least, it will not support any long-term competitive advantage your company may otherwise have. 

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Topics: cloud based contact center, cloud based, call center, cloud based solution, contact center solution, cloud based call center, best business practices, employee retention, SaaS, customer satisfaction, first call resolution, On-Premise

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