You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way. Chances are, however, simply adding cloud capabilities as an additional layer on top of your current communications platform will have minimal impact on your business if little thought is given to how these are weaved into your workflows and processes. For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better.
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Topics:
CRM,
contact center,
best practices,
contact center integrations,
customer service trends,
artificial intelligence,
AI,
automation,
business transformation
Midway through 2022, management software giant SAP released the next generation of its business intelligence CRM software, SAP Service Cloud. According to SAP’s release announcement, the new “intelligent SAP Service Cloud revolutionizes customer service by delivering meaningful customer connections throughout a customer life cycle.”
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Topics:
contact center integrations,
SAP
In January, Forbes dubbed 2022 the year of the customer. Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.
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Topics:
CRM,
contact center integrations,
call center solutions,
CSM,
Customer Experience Management
Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.
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Topics:
customer experience,
reporting and analytics,
contact center integrations,
ServiceNow
If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.
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Topics:
CRM,
customer experience,
contact center integrations,
agent coaching,
contact center solutions
Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.
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Topics:
IVR,
contact center integrations,
contact center trends,
speech analytics,
voice self-service,
SMS
When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences.
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Topics:
customer experience,
contact center integrations,
improve customer service,
artificial intelligence
As a ServiceNow Premier Partner, 3CLogic is proud to offer the leading cloud contact center solution that deeply integrates with the platform of platforms. But don’t just take our word for it.
Discover how Ingles Markets, Inc. leveraged 3CLogic’s voice solution for ServiceNow to modernize their contact center operations and boost agent and manager productivity by 3% within 90 days.
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Topics:
contact center integrations,
call center solutions,
ServiceNow,
enterprise communications