How COVID-19 Exposed the Crucial Need for Call Centers

Posted by 3CLogic on Jun 17, 2020 11:20:55 PM

Voice Remains a Key Part of the Customer Service Value Chain

 

For decades companies have been experimenting with new technologies (chat bots, emails, artificial intelligence) to respond more effectively to customer inquiries. However, if the recent COVID-19 events have revealed anything, it is that sometimes people simply need to talk to a real-life person. This is not only true for the current crisis but extends to any complex, time-sensitive, or personal crisis at any point in time.

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Topics: customer service, call center, work from home, omnichannel, customer service team, cloud call center solution, telephony CRM integration, voice platform, digital workflows, digitaltransformation, COVID19

4 Tips on How to Enable a Work from Home Workforce

Posted by 3CLogic on May 12, 2020 5:00:00 AM

For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work.

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Topics: work from home, omnichannel, customer service team, cloud call center solution, ServiceNow, speech analytics, voice platform, digital workflows, digitaltransformation, COVID19, intelligent routing

5 Ways to Reduce Your Call Center’s Average Time in Queue

Posted by Rachel Brink on Feb 5, 2016 9:30:00 AM

 

When it comes to “waiting on hold”, studies have shown that only 43% of consumers are willing to wait for longer than a minute, 39% for longer than five minutes, and only 18% for longer than ten—meaning that 57% of consumers will hang-up if their call is not answered by a live individual in less than 60 seconds. And failing to plan for high call volume or fix long wait times could present businesses with a number of challenges, including lost sales and reduced customer loyalty.

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Topics: customer service, contact center software, CRM, contact center solution, call center software, customer support, high call volume, contact center solutions, time in queue, customer service team, wait on hold, on hold, waiting on hold, customer service rep

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