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

The Role of AI for Customer Service

Posted by 3CLogic on Mar 16, 2021 10:00:00 AM

In this 3CLogic Fireside Chat video ServiceNow's Head of Product Strategy for Customer Service Management, Nitin Badjatia, shares his views on the role of AI for customer service and how it will help solve the productivity downfalls of mundane tasks while improving agent performance.

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Topics: customer service management, artificial intelligence, machine learning, voice AI

How to Build a Natively Integrated Call Center in ServiceNow

Posted by Kathy Ruxton on Jun 14, 2018 8:53:14 AM
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Topics: IVR, customer service management, ServiceNow, CSM, telephony CRM integration, webinar

The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways

Posted by Kathy Ruxton on May 19, 2018 6:02:34 PM

A record 20,000 attendees consisting of a vast array of enterprise IT professionals and leaders gathered at the Sands Expo Hall in Las Vegas last week to experience the future of work according to ServiceNow – and the company did not disappoint!

The massive 3-day event was packed with keynotes, analyst presentations, classroom sessions, developer labs and exhibits with over 100 ServiceNow partners, showcasing the latest technologies, trends and topics related to the future of ServiceNow, the ecosystem and how the company is empowering digital transformations and delivering great customer and employee experiences.

Read on to explore the top highlights from the show:

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Topics: customer service management, ServiceNow, Product Launch, telephony CRM integration, Cloud Communication, Knowledge18

Top 3 Key Takeaways from ServiceNow’s “Putting Service First” Report

Posted by Rachel Brink on Aug 26, 2016 10:35:46 AM

ServiceNow recently released the findings of its “Putting Service First” report, which surveyed 200 senior managers in customer service roles at large U.S. firms (with at least 500 employees) on their organizations’ customer support approaches. Revealing several key insights and challenges faced by large customer support teams around the country, the report provides useful information and tips for service professionals looking for ways to streamline and enhance their customer support initiatives, without it costing them an arm and a leg. Check-out the key takeaways from this year’s survey:

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Topics: customer service, call center software, customer service management, CTI, ServiceNow, ServiceNow CTI, CSM

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