3CLogic's Contact Center Blog

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.

As organizations around the globe accelerate their digital transformation, customer experience is a critical focus for today’s enterprises. Learn why the customer experience is so important and how to leverage the four pillars of CX success in your favor.

The COVID-19 pandemic challenged enterprise organizations to reimagine how they manage operations and deliver customer service. As companies shifted from an on-site operation to a distributed work model, organizations that had not already migrated to the cloud were forced to accelerate their transition. This proved especially true for customer support departments and call center teams that were still tethered to legacy and on-premise technologies. 

Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.

After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider: