Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM

The contact center space is changing. So what should one expect in 2015?

Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

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Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

6 Ways to Manage High Call Volume During the Holiday Season

Posted by Guillaume Seynhaeve on Nov 24, 2014 8:52:00 AM

Consider the Following:

- 20-40% of yearly sales for small and mid-sized     retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth

And what does a rise in holiday shopping generally mean for businesses?  More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint. 

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Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics

Contact Center Flexibility: A Must Have

Posted by Guillaume Seynhaeve on Jul 18, 2014 11:02:00 AM

Consider the following:  If someone had told you ten years ago that 140 characters would change the world and the way we do business, what would you have said? 

Trends come and go, that’s not news. However, assessing the lifespan of each one and its long-term relevance in the business community is definitely a challenge.  Case in point, Google is still the leader in search engines since its birth in 1998, but when was the last time you saw a laser disc?

If we consider Henry Ford’s famous quote,“ You can have any color, as long as its in black”, there certainly was a time when companies set the standard and consumers were the willing recipients of whatever businesses disseminated.  However, today the environment has drastically reversed, with customers clearly dictating what, where, and when without much care or consideration as to the how. As a result, businesses are clamoring to keep up with the changing standards and trends set by the very consumers they wish to please; a tall older unless you have a crystal ball. 

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Topics: cloud based contact center, contact center, contact center solution, cloud based call center, remote agents, best business practices

Remote Agents and Your Contact Center

Posted by Guillaume Seynhaeve on Jul 10, 2014 9:42:00 AM

The concept of using remote agents is not, by any means, new.  However, what once constituted a small fraction of a larger fixed contact center establishment has gradually become the norm rather than the exception.  Quite simply, with the ongoing evolutions in technology, the ability to use remote agents without affecting quality has largely become a reality and even a competitive advantage of some sorts.  In other words, if your contact center doesn’t use remote agents, you may very well be handicapping your company before any customer interactions even take place.  Don’t believe me? Consider the following:

  • An estimated 3 million Americans work primarily from home today, an increase of 61% since 2005. (Forrester)

  • An estimated 60% of contact centers utilize virtual agents in some capacity with an expected increase to 80% by 2013/2014. (Customer Contact Strategies)

  • 53% of contact centers in the US have some percentage of agents already working from a home office with 70% planning to increase the total number of virtual agents. (National Assoc. Of Call Centers) 

  • Ovum expects the number of home-based customer service agents to grow at a compounded annual growth rate of 36.4 %. (Ovum)
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Topics: call center, contact center, cloud based call center, remote agents, best business practices, scalability

Make your cloud contact center a profit center....

Posted by David Rastatter on Feb 17, 2014 12:50:00 PM

Contact center administrators have a lot on their plates. They have to stay on top of all of their agents and make sure everything is running smoothly every single day. With 24/7 support being a must in this day and age, most contact center administrators are not always working in their office or even at the call center. In some cases, the contact center agents are not even working together in a single call center. With 3CLogic, not only can agents sign in from anywhere that they have internet, administrators can log into the contact center portal online from any web browser. This way, administrators can check reports, adjust projects, assign leads, and more; from their smart phone or tablet, with no app needed. They simply log into the portal from any web browser of their choosing: Firefox, Internet Explorer, Chrome, etc.

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Topics: cloud based, cloud based solution, call center scalability, cloud customer service, remote agents, cloud call center, SaaS, auto-attendant for call center

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