Voice for ServiceNow ITSM: How to Improve IT Help Desk Performance With Voice

Posted by 3CLogic on Oct 19, 2021 10:08:25 AM

For business leaders and IT professionals looking to drive forward their organization’s digital transformation, ServiceNow’s annual Now at Work conference is a must-attend event. Whether in-person or digital, Now At Work is a great way to connect with others in the ServiceNow industry and is a prime opportunity to learn how to improve your processes and drive results. 

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Topics: customer experience, ServiceNow, helpdesk, ITSM

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

How Harnessing Empathy in Customer Service Drives Positive CX

Posted by 3CLogic on Aug 31, 2021 9:00:00 AM

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

To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service

Posted by 3CLogic on Apr 20, 2021 2:05:12 PM

The numbers don’t lie: today’s contact centers are expected to resolve issues fast. 80% of calls, according to data from Cloudtalk, are expected to be answered within 20-30 seconds and the average call duration is four minutes. 

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. 

The question is no longer should I adopt voice self-service for my contact center? It’s how can I adopt it as fast and as efficiently as possible? This article will tell you where to begin so you can start unlocking the massive benefits of voice self-service for your business.

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Topics: voice, customer experience, self-service, IVR, customer service experience, voice self-service

How To Deliver An Exceptional Customer Experience With A Remote Contact Center

Posted by 3CLogic on Mar 12, 2021 8:30:00 AM

The research is clear – the customer experience is essential to the success of any business and is a key differentiator for earning a consumer’s business.

Customer experience (CX) is the sum of all interactions a customer has with an organization, whether that be when they use the product or service, when they email the help desk for support, or when they come across the company on social media. Contact centers and their agents are uniquely positioned to influence the customer experience, as they interact with customers one-on-one.

As contact centers increasingly shift from on-premise to remote operations, it’s critical that enterprises adopt the following principles to ensure they deliver great customer experiences when their agents and teams are distributed.

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Topics: remote agents, customer experience, customer service experience, remote contact center

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