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 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

PACE Convention & Expo: Leveraging Technology to Support Leading Edge Customer Engagement

Posted by Rachel Brink on Apr 1, 2016 8:52:19 AM

These days, customer experience is everything—in fact, 89% of today’s businesses want to compete primarily on the basis of customer experience, versus only 36% four years ago. But while the vast majority of CEOs believe they are delivering a superior customer experience, only 8% of their customers agree, indicating that there is a large disconnect between the service businesses think they are delivering, and how those on the receiving end feel. And as customer preferences continue to evolve and additional communication touch points emerge, businesses are finding it increasingly difficult to stay ahead of their clients’ growing demands. Add in the complexity of maintaining compliance with the latest industry standards and adhering to strict business requirements, and managing it all can feel like a juggling act.

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Topics: multichannel communications, tcpa compliance, contact center solutions, customer engagement

Top 6 Contact Center and Customer Service Trends for 2016

Posted by Rachel Brink on Dec 18, 2015 8:58:00 AM

The contact center space is changing—so what should one expect in 2016?

top-2016-contact-center-trends.jpg1) Businesses will create a stronger alignment between sales, marketing, and customer service—and their corresponding technologies

Stronger alignment between sales, marketing, and customer service teams, and their corresponding technologies, will perhaps be one of the greatest opportunities for businesses to grow and monetize their existing relationships in the coming year. According to Aberdeen group, highly aligned organizations achieved an average of 32% year-over-year revenue growth, while their less aligned competitors saw a 7% decrease in revenue. But despite the astounding potential, only 8% of companies state they have tight alignment between sales and marketing (Forrester). With a heavy focus on understanding the entire customer journey, businesses will likely integrate more aspects of their business, from departmental data to SaaS solutions (marketing automation, CRM, contact center software), to help to ensure their employees are operating efficiently and are working with greater insight into their customer base in 2016. Check-out how our partner, W-Systems Corp., is helping organizations achieve this.

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Topics: customer service, contact center software, contact center, call center software, customer service trends, contact center trends, contact center solutions, call center solutions

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