Contact Centers and First Call Resolution

Posted by Rachel Brink on Jul 25, 2014 10:22:00 AM

According to a recent study, customer satisfaction ratings are 35-45% lower when a second call or interaction is required to address the same issue (Customer Relationship Metrics).  And with 82% of clients rating speed-of-service as one of the primary drivers behind their satisfaction ratings, with 45% abandoning transactions when expectations aren’t met (Forrester Research), the challenge facing contact centers seems fairly obvious.  Provide quality service fast.   So why is that contact centers still fail to address 32% of all incoming customer inquiries and concerns on the first go-around (SQM Group) despite the clear need to do so? 

One has only to consider his or her own experience with a sales or support representative to quickly list how the service could perhaps be improved.  Granted, not all customers are reasonable, nor can every inquiry be easily addressed in a single call or interaction.  However, if someone wants to upgrade their service, follow-up on a support ticket, discuss their bill, or review a possible purchase it shouldn’t be painful or difficult.  But for those of you who need a little more to justify the value of first call resolutions (FCR) then consider the following:

Read More

Topics: customer service, contact center software, crm integration, customer support, best business practices, SaaS, IVR technology, employee satisfaction, customer satisfaction, first call resolution

CEO Thoughts: Hate maintenance windows? So do we.

Posted by Guillaume Seynhaeve on Mar 3, 2014 10:45:00 AM

I am working with a mortgage broker to refinance my home. The mortgage broker uses a number of tools to communicate with his clients and seems to be pretty tech savvy. I found out that he uses Salesforce.com because he invited me to communicate with him using Chatter.

Read More

Topics: cloud based contact center, outbound, crm integration, cloud based solution, 360 view, call center software features, blended contact center software, contact center, contact center solution, call center software, cloud customer support, cloud customer service, small business solution, cloud call center, customer support, best business practices, scalability, SaaS, VOIP

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.

Read More

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

Jay's Corner: What does V-TAG Mean to Your Contact Center?

Posted by David Rastatter on Dec 20, 2013 9:20:00 AM

What is V-TAG?

The innovative, patent-pending, Virtual Telephony Application Grid (V-TAG) has set 3CLogic apart from other cloud-based contact center solutions. Without V-TAG, 3CLogic can’t guarantee 99.999% uptime. Without V-TAG, your reps will hear that “click” of the phone hanging up
more often, because of that pesky dialer delay. Without V-TAG, if that precious centralized server malfunctions for even a few minutes, say goodbye to those sales you were working so hard to make. Without V-TAG, keep trying to understand what the person on the other end of the phone is saying, with all that static. Just lie and say you are on the road, going through a tunnel, or maybe you can blame it on some bad weather. It’s not like your business relies on
these things to be successful….

Read More

Topics: VTAG, cloud based contact center, fully redundant software, inbound, grid computing, contact center solution, cloud based call center, voice, SaaS, VOIP

SaaS Contact Center Software, the quick and dirty!

Posted by David Rastatter on Dec 9, 2013 12:00:00 PM

So what is software-as-a-service (SaaS)?

After being immersed in the contact center arena for quite some time, I have found that people are still having trouble grasping what software-as-a-service really is. Software-as-a-service, also known as SaaS, is an on demand software. The software is hosted in the cloud and a web browser acts as the medium for the customer to access it.

Think of it like renting an apartment, as opposed to owning one. Your landlord or property management company handles all of the maintenance headaches such as plumbing issues, broken air conditioning units, and changing light bulbs, while you enjoy the benefits of living in the apartment. SaaS can be seen as the same thing. It allows the customer to enjoy the product without worrying about the behind the scenes maintenance including updates and fixes. The customer uses the software, but its ‘skeleton’ remains unseen.

Read More

Topics: cloud based solution, call center software features, call center software, customer support, software, SaaS

Posts by Topic

See all