CX Insights, Trends & Best Practices

Latest Contact Center Best Practices

Rachel Brink is the Marketing Manager at 3CLogic with over four years of experience in sales and customer service. In her role, she routinely shares best practices regarding how to streamline business communications and enhance the customer experience through innovative technologies and processes.

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Voice AI Agent Evaluation: How to Measure Performance at Scale
How to Replace Legacy IVR With Voice AI in 2026
Quick Guide: 7 Ways Voice AI Lowers Contact Center Costs
August 27, 2026
Voice AI Agent Evaluation: How to Measur...
July 27, 2026
How to Replace Legacy IVR With Voice AI ...
July 13, 2026
Quick Guide: 7 Ways Voice AI Lowers Cont...
Mobile Trends Shaping the Future of Customer Service
December 27, 2016

Mobile Trends Shaping the Future of Customer Service

Rachel Brink Rachel Brink
  • 2 minute read
4 Questions to Ask When Choosing a Contact Center Solution
December 12, 2016

4 Questions to Ask When Choosing a Contact Center Solution

Rachel Brink Rachel Brink
  • 2 minute read
4 Benefits of Using an Interactive Voice Response (IVR) System
December 5, 2016

4 Benefits of Using an Interactive Voice Response (IVR) System

Rachel Brink Rachel Brink
  • 2 minute read
5 Ways to Decrease Call Abandonment
October 14, 2016

5 Ways to Decrease Call Abandonment

Rachel Brink Rachel Brink
  • 2 minute read
How to Reduce After Call Work Time (ACWT) in the Contact Center
October 7, 2016

How to Reduce After Call Work Time (ACWT) in the Contact Center

Rachel Brink Rachel Brink
  • 1 minute read
[Infographic] Overcoming the Challenges of Multichannel Customer Care
September 30, 2016

[Infographic] Overcoming the Challenges of Multichannel Customer Care

Rachel Brink Rachel Brink
  • 1 minute read
How to Facilitate PCI Compliance in Your Call Center
September 23, 2016

How to Facilitate PCI Compliance in Your Call Center

Rachel Brink Rachel Brink
  • 1 minute read
6 Key Performance Indicators (KPIs) Your Customer Service Team Should Be Monitoring
September 16, 2016

6 Key Performance Indicators (KPIs) Your Customer Service Team Should Be Monitoring

Rachel Brink Rachel Brink
  • 2 minute read
Overcoming Organizational Silos for an Enhanced Customer Experience
September 2, 2016

Overcoming Organizational Silos for an Enhanced Customer Experience

Rachel Brink Rachel Brink
  • 2 minute read
Top 3 Key Takeaways from ServiceNow’s “Putting Service First” Report
August 26, 2016

Top 3 Key Takeaways from ServiceNow’s “Putting Service First” Report

Rachel Brink Rachel Brink
  • 2 minute read
Artificial Intelligence and Customer Service- Oil and Water?
August 12, 2016

Artificial Intelligence and Customer Service- Oil and Water?

Rachel Brink Rachel Brink
  • 1 minute read
Computer Telephony Integration (CTI) for ServiceNow’s Customer Service Management (CSM) Platform
August 5, 2016

Computer Telephony Integration (CTI) for ServiceNow’s Customer Service Management (CSM) Platform

Rachel Brink Rachel Brink
  • 1 minute read

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