How to Have a Successful Contact Center: Real Customer Service

Posted by Rachel Brink on Jul 3, 2014 10:52:00 AM

Not a day goes by when a company isn’t trying to pretend it’s more than just a vendor but rather your friend. Whether it’s a credit card firm stating how much they miss you (code for: why aren’t you spending lately?) or your local airline offering you a “friendly” reminder that it’s been a while since your last vacation (code for: you work too hard, how about spending some?), all companies are lately obsessed with appearing human. And yet, despite today’s emphasis on customer service there seems to be quite the disconnect between what companies want to deliver and what inevitably ends up being reality. Where are all the real people?  

Whether you are stuck in an IVR recording or speaking to an actual agent, the distinction is not always obvious.  In today’s ongoing attempt to provide a unified experience, companies have inadvertently turned the very agents designed to instill customer loyalty and foster long-lasting relationships into two-dimensional versions of their IVR counterparts. Whether the exact cause is due to a lack of training, lack of access to the proper technology, or a basic lack in skills, the problem is very real.  So what’s the solution?

A few suggestions to consider:

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Topics: call center, multichannel contact center, multichannel call center, best business practices, employee retention, IVR technology, dynamic scripting

Tomorrow’s Contact Center – Who will be at the helm?

Posted by Rachel Brink on Jun 25, 2014 8:26:00 AM

Historically, contact centers have primarily been dominated by the young, if you believe a 2008 YouGov survey, with many generally below the age of 30.  With an increasingly tech-savvy and demanding consumer-base, one might interpret this as a benefit.  After all, who better to meet the multi-channel habits of today’s needy customers than today’s tech-centric youth?

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Topics: customer service, cloud based contact center, call center, multichannel contact center, multichannel call center, contact center, call center software, cloud based call center, cloud call center, best business practices, employee retention, service delivery, VOIP

Bye-Bye Outages: 3CLogic's V-TAG Technology for your Contact Center.

Posted by Rachel Brink on Nov 13, 2013 11:00:00 AM

We have all experienced outages. They come out of nowhere, and change the entire course of our day. Whether it is your cell phone, internet, electricity, or your call center, it is a royal pain in the neck. While these outages may only last for a short period of time, they can prove to have costly effects on your day or business.

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Topics: VTAG, cloud based contact center, fully redundant software, call center, multichannel contact center, multichannel call center, cloud based call center, redundant systems, no centralized server

Emails Ahoy! Making the Most of Your Multichannel Contact Center

Posted by Madeleine Coe on Aug 27, 2013 2:00:00 PM

Coming off of a brief beach vacation from work, I’m feeling pretty nautical. Of course, now that I’m back at my desk, I feel flooded by the tide of emails that have come into my inbox.

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Topics: 360 view, contact channels, call center software features, multichannel contact center, multichannel call center, email

Virtual Currency and the Call Center

Posted by Madeleine Coe on Aug 22, 2013 2:00:00 PM

I’ve been interested with the concept of the bitcoin since it began surfacing in the media recently. I caught wind of this article about the Winklevoss twins (or Winklevii, if you prefer) getting involved with funding for bitcoins at the beginning of the summer.

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Topics: customer service, call center scalability, 360 view, multichannel contact center, call center software, technology, cloud call center, voip crm integrated contact center

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