With Voice activated personal assistants becoming the new user interface of choice in our homes and cars, it’s only natural for enterprises to focus on voice interface technology as a customer engagement channel.
Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering, allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.
Valuable data is mined and presented in 3CLogic’s consolidated reports and dashboards seamlessly integrated within the ServiceNow platform. Thanks to a flexible, configurable framework, Contact Center Supervisors and Managers can easily customize, filter, and drill-down into communication data points with an easy-to-use, drag and drop interface and view them alongside ServiceNow reports. Performance of individual agents as well as the contact center itself can be measured using metrics that include:
Where It’s Headed (and will arrive soon!)
3CLogic is taking customer engagement visibility with ServiceNow to the next level with enhanced real-time supervisor dashboards and wallboards providing access to more KPIs for a complete view of activity, including:
In addition to real-time data enhancements, 3CLogic is digging deeper into voice to offer new sentiment analysis, bringing the Knowledge18 Hackathon win to life!
In the past, visibility into voice conversations between customers and customer service agents had been limited to the notes that the agents enter, or do not enter, after a call ends and data is logged into ServiceNow.
The soon-to-be revealed sentiment analysis capabilities will provide unprecedented visibility into a conversation as close to real-time as possible, assign sentiment such as positive, negative and neutral ratings and drive automated tasks based on the analysis.
Unlocking these valuable insights and acting upon them leads to improved customer experience, increased customer loyalty and contributes to real business transformation. Organizations are increasingly taking these necessary steps to become truly customer centric – and you should too.
Where Can I See It Live?
3CLogic will unveil its newest inbound/outbound activity dashboards, wallboards and sentiment analysis capabilities within ServiceNow at upcoming NowForum and NowSummit events.
Click here to see the dates and locations most convenient for you – we hope to see you soon!
Publish Date: October 9, 2018 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|9.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
|11.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|12.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
|How to make voice analytics your competitive advantage today and the future.||October 9, 2018 5:00 AM|
|How to Build a Natively Integrated Call Center in ServiceNow||June 14, 2018 5:00 AM|
|The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways||May 19, 2018 5:00 AM|
|Mobile Trends Shaping the Future of Customer Service||December 27, 2016 5:00 AM|
|5 Things You Can’t Miss at SugarCon 2016||June 9, 2016 5:00 AM|
|6 Ways to Boost Sales in SugarCRM||June 3, 2016 5:00 AM|
|Customer Service Management for Today’s Enterprise Business: Merging “Old” with “New”||May 6, 2016 5:00 AM|
|Top 5 Key Findings From CCIQ’s “Contact Center Technology” Report||April 29, 2016 5:00 AM|
|3CLogic Scores High Marks on GetApp’s Call Center Rankings for Sixth Consecutive Quarter||April 22, 2016 5:00 AM|
|How to know it's time to create a contact center for your company||April 15, 2016 5:00 AM|