5 Ways to Reduce Your Contact Center’s Average Time in Queue

Posted by 3CLogic on Aug 3, 2021 12:19:39 PM

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare.

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. What’s more, over 13% of respondents said that hold time, no matter how long, is unacceptable altogether.

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Topics: customer service, contact center software, CRM, contact center solution, call center software, customer support, high call volume, contact center solutions, time in queue, customer service team, wait on hold, on hold, waiting on hold, customer service rep

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

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

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:

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

Guest Post: 6 Must Have Tools for SugarCRM Users

Posted by W-Systems Corp. on Jul 26, 2016 9:22:49 AM

The variety and size of the Sugar ecosystem is really incredible. There are countless partners, integrators, apps and customizations that are extending the power of Sugar far beyond CRM. As a CRM consultant, UpCurve Cloud is often looking for the best applications in the ecosystem to recommend to our customers. Below is a list of the tools we most often recommend and a description of what they do.

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Topics: crm integration, call center software, SugarCRM, sales tools, sugarcrm integrator, crm integrator

Customer Service Management for Today’s Enterprise Business: Merging “Old” with “New”

Posted by Rachel Brink on May 6, 2016 9:44:11 AM

While the merits of cloud solutions are widely understood, many of today’s enterprise businesses continue to power client communications with old tried-and-true legacy systems, such as Cisco or Avaya, which have proven to deliver exceptional security and service quality, while facilitating compliance with the latest regulatory standards. But as consumers continue to demand fast and effortless service, many businesses are recognizing the need to adopt a more flexible solution capable of integrating various systems (CRM, Service Management, Call Center Software) and communication channels (voice, email, chat), breaking down departmental siloes, and scaling as quickly as client needs dictate—capabilities only the cloud can truly deliver. And this has left many wondering—must businesses give up the security benefits of the “old” to gain the flexibility benefits of the “new”?

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Topics: call center software, customer service management, hybrid cloud, enterprise communications, service management

3CLogic Scores High Marks on GetApp’s Call Center Rankings for Sixth Consecutive Quarter

Posted by Rachel Brink on Apr 22, 2016 9:06:24 AM

Gartner's leading software marketplace, GetApp, recently released its quarterly “Top 25 Call Center Apps Based in the Cloud”, and 3CLogic scored high marks for the sixth consecutive quarter. Scoring vendors based on five key criteria—integration capabilities, security, reviews, media presence, and mobility—3CLogic is ranked among the top five call center applications.

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Topics: call center software, call center solution

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