3CLogic's Contact Center Blog

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.

As organizations around the globe accelerate their digital transformation, customer experience is a critical focus for today’s enterprises. Learn why the customer experience is so important and how to leverage the four pillars of CX success in your favor.

The COVID-19 pandemic challenged enterprise organizations to reimagine how they manage operations and deliver customer service. As companies shifted from an on-site operation to a distributed work model, organizations that had not already migrated to the cloud were forced to accelerate their transition. This proved especially true for customer support departments and call center teams that were still tethered to legacy and on-premise technologies.