Rethinking Legacy Systems: 3 Steps Customer Experience Leaders Can Take to Modernize the Service Experience

Posted by 3CLogic on Aug 12, 2022 8:00:00 AM

Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint. 

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Topics: voice, contact center technology, customer service management, digital transformation, SMS

Today's CIO Role: What to Consider to Prepare for Potential Tough Times

Posted by 3CLogic on Jul 29, 2022 8:30:00 AM

The stock market has been uncertain at best, interest rates are rising, and the Consumer Price Index — a measure of inflation — is the highest it’s been in 40 years. These signs suggest that a tighter economy might be around the corner. 

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Topics: redundant systems, employee retention, voice, customer experience, contact center technology

6 Contact Center Management Best Practices to Improve Operations and Reduce Costs

Posted by 3CLogic on Jul 8, 2022 9:00:00 AM

What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. 

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Topics: agent retention, agent training, reporting and analytics, contact center technology, automation, cost savings

How Combining Voice and Video Powers an Omnichannel Customer Experience

Posted by 3CLogic on Sep 24, 2021 9:11:32 AM

Today’s customers don’t just want tailored experiences, they expect them. This is even truer when they reach out to contact centers to receive support for an issue. Customers crave one-on-one interactions with agents who are empathetic to their frustrations and able to provide useful solutions.

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Topics: customer experience, omnichannel, contact center technology, ServiceNow

2016-2017 Contact Center Technology Buyer’s Guide

Posted by Rachel Brink on Jul 14, 2016 9:29:08 AM

Technology has become the lifeblood of the contact center and the framework upon which exceptional customer experiences are built. Enabling front-line agents to more effectively engage with customers, and businesses to optimize their contact center’s operations, the technology chosen plays a large role in the success and efficiency of an organization. To uncover the top technology priorities of contact centers in the coming months, Call Center IQ (CCIQ) surveyed a number of businesses for its “Executive Report on Contact Center Technology”, sponsored by 3CLogic, and identified the following features on their wish lists, in order of importance.

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Topics: call center, contact center, contact center technology, call center technology

Pure cloud contact center technology—fad or the future?

Posted by Rachel Brink on Jul 1, 2016 9:51:47 AM

Over the past several years, cloud technology has rapidly emerged as an undeniable force in the contact center space as businesses continue to demand greater versatility, enhanced business continuity, and omni-channel customer engagement. In fact, according to CCIQ’s “Executive Report on Contact Center Technology”, 13.9% of today’s contact centers reside entirely on cloud or hosted architecture, compared to just 10.3% 12 months ago. But despite continued growth, some are beginning to wonder whether a complete migration to cloud is realistic, as many businesses continue to rely on their tried-and-true on-premise systems for security and reliability. Is pure cloud just a fad, or will it be the future infrastructure for contact centers?

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Topics: cloud contact center, cloud, contact center technology, hyrbird cloud

Top 5 Key Findings From CCIQ’s “Contact Center Technology” Report

Posted by Rachel Brink on Apr 29, 2016 10:39:12 AM

Technology has become the framework upon which exceptional customer experiences are built. And as customer service continues to become a critical aspect of a business’ success, organizations are increasingly seeking new and innovative solutions to power their contact centers. Check-out the following key insights from CCIQ’s Executive Report on Contact Center Technology in 2016 to discover the top priorities and trends impacting call centers in the coming months.

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Topics: call center, contact center, contact center technology

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