How To Deliver An Exceptional Customer Experience With A Remote Contact Center

Posted by 3CLogic on Mar 12, 2021 8:30:00 AM

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.

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Topics: remote agents, customer experience, customer service experience, remote contact center

2021 Customer Experience Predictions: The Year of AI and Workforce Engagement

Posted by 3CLogic on Mar 9, 2021 11:30:00 AM

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.

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Topics: workforce management, customer service trends, call center solutions, voice AI

The Four Pillars of Successful Customer Experience (CX)

Posted by 3CLogic on Mar 5, 2021 2:25:19 PM

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.

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Topics: customer service, customer experience, cx

6 Reasons To Migrate From On-Premise To A Cloud Contact Center Solution

Posted by 3CLogic on Feb 25, 2021 6:04:19 PM

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. 

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Topics: customer service, cloud customer support, cloud call center, customer service team, hybrid cloud, voice platform

Successful Digital Transformation Requires Balancing CX and ROI Objectives

Posted by 3CLogic on Oct 7, 2020 10:29:37 AM

Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.

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Topics: customer service, call center, crm integration, cloud call center, self-service, cloud, customer service team, cloud call center solution, artificial intelligence, telephony CRM integration, voice platform, digitaltransformation, intelligent routing

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