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

Why a Smart CX Strategy Is Critical to Your Bottom Line

Posted by 3CLogic on Dec 10, 2021 11:00:00 AM

Today’s customers have a bevy of choices for nearly every type of product or service. Whether it’s a car, pair of shoes, restaurant meal, or subscription-based software they’re in need of, customers can be quite discerning in deciding which company will ultimately win their business.

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Topics: customer experience, agent coaching, omnichannel

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

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