Is Your Contact Center Truly Redundant?

Posted by Guillaume Seynhaeve on Mar 24, 2014 1:30:00 AM

Over the weekend, the weather finally changed, with temperatures in the high 60’s on Saturday.  It’s not something I generally get excited about, but after this year’s brutal winter I took advantage of the break from the cold to go on a long run with friends.  It was on this run that someone asked me, “How is it that my home phone never goes down but that a number for one of Ashburn’s biggest data centers can, and recently did, with only a busy tone for those trying to get through?” 

Knowing what I do for a living, he went on to explain that one of the employees at the data center had been fired and chosen to turn off the switches before walking out, which brought the whole center to a standstill.  In fact, not only was he able to bring down all of the managed hosted services, but the VOIP-based PBX system was also shutoff, which prevented the entire support staff from making or receiving calls.   To make matters worse, every client who tried to call customer support heard nothing but a busy tone.  Doesn’t help when one of those clients is the state government.

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Topics: fully redundant software, contact center software, call center, call center scalability, 360 view, call center software features, call center software, cloud based call center, technical support, cloud customer service, redundant systems, customer support, scalability, fault tolerance, service delivery, IVR technology, VOIP

CEO Thoughts: Hate maintenance windows? So do we.

Posted by Guillaume Seynhaeve on Mar 3, 2014 10:45:00 AM

I am working with a mortgage broker to refinance my home. The mortgage broker uses a number of tools to communicate with his clients and seems to be pretty tech savvy. I found out that he uses Salesforce.com because he invited me to communicate with him using Chatter.

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Topics: cloud based contact center, outbound, crm integration, cloud based solution, 360 view, call center software features, blended contact center software, contact center, contact center solution, call center software, cloud customer support, cloud customer service, small business solution, cloud call center, customer support, best business practices, scalability, SaaS, VOIP

Make your cloud contact center a profit center....

Posted by David Rastatter on Feb 17, 2014 12:50:00 PM

Contact center administrators have a lot on their plates. They have to stay on top of all of their agents and make sure everything is running smoothly every single day. With 24/7 support being a must in this day and age, most contact center administrators are not always working in their office or even at the call center. In some cases, the contact center agents are not even working together in a single call center. With 3CLogic, not only can agents sign in from anywhere that they have internet, administrators can log into the contact center portal online from any web browser. This way, administrators can check reports, adjust projects, assign leads, and more; from their smart phone or tablet, with no app needed. They simply log into the portal from any web browser of their choosing: Firefox, Internet Explorer, Chrome, etc.

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Topics: cloud based, cloud based solution, call center scalability, cloud customer service, remote agents, cloud call center, SaaS, auto-attendant for call center

What Customers Have Come to Expect

Posted by Rachel Brink on Oct 25, 2013 1:15:00 AM

In recent years, I feel as though my customer service expectations have risen tremendously. I am not completely sure why this is the case, but I know it has something to do with the technological advancements that our society has made. So many companies used to be able to get away with poor customer service because it was difficult for their customers to research them before hand, and harder for them to make the switch to a different company. Now, marketing is a two-way street; customers can post reviews on Facebook, Angie’s List, blogs and twitter regarding their experiences with companies. These customers can now project their opinions to thousands of people, if not more, and speak either highly or poorly of the companies with which they are doing business. Also, switching companies is now a matter of a quick and easy phone call. Companies can no longer get away with cutting any corners, and it has become a priority for many to re-vamp their customer service departments to ensure that they will not be brought down by negative reviews.

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Topics: customer service, inbound, call center, contact channels, call center software features, technical support, cloud customer support, software support, cloud customer service, customer support

The Best Contact Center Solution (According to My iPod)

Posted by Madeleine Coe on Aug 6, 2013 2:00:00 PM

“Jenny, I got your number, I need to make you mine….”

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Topics: call center, crm integration, contact center solution, call center software, cloud based call center, cloud customer service, technology, software, increased call volume

Unlimited Call Scripting: Advice From An Introvert

Posted by Madeleine Coe on Jul 11, 2013 2:00:00 PM
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Topics: inbound, outbound, crm software, cloud customer service, customer support, call scripts

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