3CLogic_Logo
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • Voice-Enabled Self-Service
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic for Avaya Aura Call Center Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Security and Compliance
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
      • Healthcare and Life Sciences
    • SAP
      • SAP Service Cloud
    • Salesforce
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Other
      • Verint
      • Sugar CRM
      • Zoom
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Contact Center
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

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

Posted by Rachel Brink on Aug 26, 2016 10:35:46 AM
  • Tweet

slootman.jpg

ServiceNow recently released the findings of its “Putting Service First” report, which surveyed 200 senior managers in customer service roles at large U.S. firms (with at least 500 employees) on their organizations’ customer support approaches. Revealing several key insights and challenges faced by large customer support teams around the country, the report provides useful information and tips for service professionals looking for ways to streamline and enhance their customer support initiatives, without it costing them an arm and a leg. Check-out the key takeaways from this year’s survey:

1) Treat customer service as a “team sport”:

It can be difficult for support teams to efficiently resolve customer service issues without enlisting the help of other departments, whether it be sales, billing, or operations—but accessing the resources they need can be a challenge when departments and information systems are operating in complete silos. By integrating the various solutions an organization is using (CRM, service management, contact center solution, billing software, etc.), and encouraging collaboration and coordination amongst different business units, customer service departments can more efficiently resolve customer needs, and enhance the overall customer experience. In fact, the survey found that top-tier organizations are 127 percent more likely to have enabled their customer service agents to engage different parts of the organization when addressing a customer’s problem.

2) Solve underlying issues that spawn recurring calls:

Without the ability to quickly identify recurring customer issues within the contact center, businesses can have a difficult time both detecting and resolving any underlying problems that might be occurring, driving both support costs as well as overall operational expenses. But by adopting advanced solutions such as workforce optimization (Envision), customer service management (ServiceNow), and cloud contact center solutions (3CLogic), businesses can more effectively identify and report on ongoing customer issues or complaints, and resolve them before they impact a larger group of individuals. Top-tier organizations are 163 percent more likely to be able to address the root cause of a customer’s problem (a crucial component of closing the resolution gap).

3) Offer self-service options for simple requests: 

Businesses are increasingly gravitating towards a “no service” model, diverting customers away from the call center agent towards lower cost, self-service alternatives such as IVR menus or online knowledge bases. In fact, top-tier organizations are 36% more likely to offer self-service options for simple requests, empowering customers to answer their own questions while enabling customer service agents to focus on more strategic issues. But while the “no service” model may seem ideal, it is rarely practical, as many individuals prefer to speak with a live representative, especially for more complex issues. It is always important to provide customers the option to speak with a service representative, as this will become a business’ primary means of differentiation in the future.

Webinar - Leveraging ServiceNow CTI for Customer Service and Support

Topics: customer service, call center software, customer service management, CTI, ServiceNow, ServiceNow CTI, CSM

Rachel Brink

Written by Rachel Brink

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.

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (59)
  • call center (50)
  • contact center (37)
  • call center software (29)
  • customer experience (23)
  • crm integration (22)
  • ServiceNow (18)
  • cloud call center (18)
  • contact center solution (17)
  • CRM (16)
  • best business practices (15)
  • contact center software (15)
  • multichannel contact center (14)
  • cloud based call center (13)
  • cloud based contact center (13)
  • remote agents (12)
  • IVR (11)
  • customer support (11)
  • call center software features (10)
  • multichannel communications (10)
  • SaaS (9)
  • contact center integrations (9)
  • customer service management (9)
  • sales (9)
  • self-service (9)
  • customer service team (8)
  • multichannel call center (8)
  • omnichannel (8)
  • scalability (8)
  • voice platform (8)
  • IVR technology (7)
  • SugarCRM (7)
  • call center scalability (7)
  • cloud based solution (7)
  • cloud call center solution (7)
  • cloud security (7)
  • contact center technology (7)
  • customer satisfaction (7)
  • employee retention (7)
  • first call resolution (7)
  • outbound sales (7)
  • social media (7)
  • telephony CRM integration (7)
  • 360 view (6)
  • agent retention (6)
  • artificial intelligence (6)
  • cloud customer service (6)
  • cloud customer support (6)
  • interactive voice response (6)
  • voice (6)
  • CSM (5)
  • CTI (5)
  • call center solutions (5)
  • cloud based (5)
  • cloud computing (5)
  • crm software (5)
  • hybrid cloud (5)
  • reporting and analytics (5)
  • small business solution (5)
  • VOIP (4)
  • VTAG (4)
  • agent coaching (4)
  • agent training (4)
  • at-home agents (4)
  • automation (4)
  • big data (4)
  • call blast (4)
  • cloud (4)
  • contact center solutions (4)
  • customer engagement (4)
  • customer relationship (4)
  • digital transformation (4)
  • predictive dialer (4)
  • redundant systems (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • technology (4)
  • virtual agents (4)
  • voice AI (4)
  • work from home (4)
  • B2B marketing (3)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • WebRTC (3)
  • chat (3)
  • cloud contact center (3)
  • cold calling (3)
  • contact channels (3)
  • customer service experience (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • fully redundant software (3)
  • intelligent routing (3)
  • mobile (3)
  • multichannel (3)
  • outbound (3)
  • outbound call center (3)
  • outbound campaign (3)
  • service delivery (3)
  • social customer care (3)
  • software (3)
  • speech analytics (3)
  • technical support (3)
  • text (3)
  • voice self-service (3)
  • DX (2)
  • ITSM (2)
  • IVR menu (2)
  • Inside sales (2)
  • Natural Language Processing (2)
  • SMS (2)
  • agent attrition (2)
  • agent productivity (2)
  • agent turnover (2)
  • auto-attendant for call center (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center technology (2)
  • call handling procedures (2)
  • call scripts (2)
  • cloud contact center solution (2)
  • computer telephony integration (2)
  • contact center trends (2)
  • cost savings (2)
  • custom crm integration (2)
  • customer service trends (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • enterprise communications (2)
  • fault tolerance (2)
  • gamification (2)
  • high call volume (2)
  • improve customer service (2)
  • inbound (2)
  • increased call volume (2)
  • integration (2)
  • knowledge base (2)
  • knowledge management (2)
  • machine learning (2)
  • no centralized server (2)
  • pci compliance (2)
  • personalized customer service (2)
  • personalizing customer service (2)
  • public cloud (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • software support (2)
  • third-party integrations (2)
  • virtual assist (2)
  • voip crm integrated contact center (2)
  • webinar (2)
  • work force management (2)
  • workforce management (2)
  • workforce optimization (2)
  • AI (1)
  • ASA (1)
  • B2C (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • Customer Experience Management (1)
  • FCR (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SAP (1)
  • SLA (1)
  • ServiceNow HCLS (1)
  • SugarCon (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • best practices (1)
  • blended contact center software (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call volume (1)
  • call-back (1)
  • citizen services (1)
  • contact center attrition (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service metrics (1)
  • customer service rep (1)
  • cx (1)
  • data recovery (1)
  • database management integrations (1)
  • edge computing (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • grid computing (1)
  • healthcare (1)
  • help center (1)
  • helpdesk (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • kpis (1)
  • lead conversion (1)
  • lead tracking (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • on hold (1)
  • preview dialer (1)
  • real-time chat (1)
  • reliability (1)
  • remote contact center (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • small contact center software (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voice workflows (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • wfo (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Contact Center
  • ServiceNow
  • Sugar CRM
  • Universal CTI
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.