How to Maximize SAP Service Cloud Performance with a Cloud Contact Center Solution

Posted by 3CLogic on Oct 28, 2022 3:25:39 PM

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

4 Tips to Improve Customer Experience Management (And Why You Should)

Posted by 3CLogic on May 26, 2022 8:00:00 AM

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 Now, organizations that were working with outdated systems at the beginning of the pandemic have been forced to reactively adapt to shifting customer expectations.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

How to Leverage Advanced Contact Center Analytics to Unlock Valuable Insights

Posted by 3CLogic on Apr 13, 2022 8:00:00 AM

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

Delivering a Great Customer Experience: Why Contact Centers Struggle and What It Takes to Succeed

Posted by 3CLogic on Jan 31, 2022 9:00:00 AM

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

5 Contact Center Technology Trends That Will Define 2022

Posted by 3CLogic on Jan 5, 2022 11:00:00 AM

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

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