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  Anand 10:00 PM on April 27, 2010 Permalink | Log in to leave a Comment
  Tags: 3CLogic, agent group, attributes, call center (7), call center agents, feature categories, flexibility, group agent, new feature   

  Agent Group Assignments: Upcoming Feature 

  Agent Group

  A new feature of the call center is ‘Agent Group’. Agent Group is a feature that refers to the process of distributing calls to group of agents. It is a concept used to select which agent group will receive the calls. The call center’s costs depend upon leads. Therefore leads should be connected with the proficient agents. Agent group makes this easy to configure. If you want to make leads more useful, it should be received by the proficient agents. Agent group is appended to connect the leads with the proficient agents.

  Feature of Agent Group:-

  1. With the agent group, you can make the group of agents instead of consider an agent separately.
  2. After making the agent groups, it is easy to apply attributes on the basis of agent group.
  3. Agent group of call center agents provides more flexibility to apply policies on the agents.

  It increases the performance of the call center.

  1. It is nice to use agent group to get reports of the called leads on the basis of agent groups.
  2. All the agents will not be allowed to utilize the policies, only those agents are permitted who are assigned to this agent group.

  For example:-

  Suppose that there are bulks of leads in which some leads belong to those persons who know Spanish and some leads belong to those persons who know english. It is required the first type of leads should be received by those agents who are good in Spanish language and second type of leads should be received by those agents who know english better.

  Agent group can make this configuration possible. This feature categories the level of agents of the call center based on the quality of them.

  

   

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  Chitwan Malhotra 10:04 PM on April 18, 2010 Permalink | Log in to leave a Comment
  Tags: 3CLogic, call center (7), sales (2)   

  3CLogic – Managing Your Business Leads 

  Leads are the base of business activities when it comes to Call Center Solution especially Outbound. More or less, all actions at call centre are aimed at “Converting leads to customers.”

  It’s mandatory for a call center to manage these leads properly and transform these leads into potential customers. It is not only brand loss, but even wastage of important lead, if the call center agents approaches it at an inappropriate time (as per his/her time zone). Most of the times, it has been found that your hot lead may turn into your competitors customer, if you call it an hour prior.

  In simple words, leads are contact details of a potential customer whom the agent needs to contact. These leads are basically package deal which carries a lot of information that may enable an agent to convert every opportunity into a profitable customer.

  Right from lead acquisition to post sales reporting, 3CLogic provides best solutions by tracking HOT leads first and closing them as sales. For others, prioritizing consistent lead follow ups with easy to apply recycling policies.  This is how we manage our leads in a better way:

  1. Lead Acquisition
     Lead Acquisition 
 Lead sources could be distinct. They could come from Web based forms or via formatted batch data files like Microsoft Excel or CSV. 3CLogic provides sophisticated Lead import functionalities to cover all these areas. One can easily embed lead collection widgets into web pages of their marketing partners, or into campaign banners, prospective customers can fill in their information right there and turn into HOT leads of your system. Available agent calls these leads and converts them into sales.(More on Click-4-Agent here)
  2. Lead Tracking
     Imported leads in the System can be tracked quickly using various search options, besides customized filters provide an efficient way to track the exact lead you are looking for. Filtered leads can be grouped together into lead lists and this provides one of the best ways to cluster up your leads into different groups and manage each of them accordingly.
  3. Lead Updates
     For large organizations, where each agent deals with hundreds of leads daily it’s an effort to update leads related data. As every lead that has got changed after it was imported into the system (changed his email, her address etc), this effort un-folded for each agent dealing with his own batch of assigned leads is substantial. System should be up to date always and agents should not waste time by contacting incorrect numbers. Bulk lead update feature of 3CLogic allows modifying multiple lead attributes efficiently. Various update sources can be merged to trigger bulk update of leads in just no time.

  No Matter how you are generating your sales leads, if you are not managing them properly you could be simply wasting money. 3Clogic ports all the best of features into one application that can help you to improve the way you handle your leads.

   
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  Ramana Reddy 3:31 PM on February 11, 2010 Permalink | Log in to leave a Comment
  Tags: 3CLogic, call center (7), SaaS (6), SaaS Call Center Solution Maintenance Window, Software as a Service (4)   

  Delivering SaaS 24X7 

  3CLogic offers call center solution with Software as a Service (SaaS) model. Like any other SaaS provider we have our regular maintenance window every Sunday morning from 12am EST to 4 AM EST. As you can imagine, running a call center is a critical mission and any downtime even if it is a scheduled one needs to be minimized. 3CLogic is well aware of its customer profile and the mission critical nature of the call center application that it offers. Since past two years, we have not done any extended maintenance on our servers. Recently we added a lot of new features and also redesigned the underlying database structure. This required an extended maintenance window than the usual four hours on Sunday morning. We sent out a notice to all our customers indicating that we would need a longer window to perform maintenance. The response we received completely surprised us. Several of our customers called back and said that longer maintenance window will have a serious impact on their business.

  One of the clients who called us back was Oasis Marketing. Oasis Marketing does outbound calling. They wanted to run a 36 hour campaign over the weekend when we wanted to do maintenance. Another 3CLogic customer, Digital Bridge Communications based out of Ashburn, Virginia, was bracing for the blizzard of 2010 that weekend. They wanted their customer support folks to work from home while still providing the usual weekend coverage and support to their clients.

  These were just few of the many examples, who could not have any kind of extended maintenance window even if it was pre-scheduled. 3CLogic quickly put a SWAT team in place, which started brainstorming ways to minimize or eliminate the downtime required for this extended maintenance window. Just as the blizzard moved into the DC metro area, we moved all the customers to backup servers. We took the production servers and started performing upgrades and maintenance on them. As soon as the maintenance was completed, we moved all the customers back to the upgraded servers. Result: Zero impact on our customers’ business. SaaS for mission critical application like call centers really means 99.999 up time.

  Raj Sharma is discussing. Toggle Comments

   
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    Raj Sharma 8:53 AM on February 17, 2010 Permalink

    As cloud services become prevalent, all SaaS vendors will have to figure out a way to minimize downtime. This becomes even more important as enterprises start moving mission critical applications to the cloud. Even salesforce.com is looking at how to minimize downtime.

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  Raj Sharma 3:44 PM on February 10, 2010 Permalink | Log in to leave a Comment
  Tags: 3CLogic, 3clogic Avaya Aspect Call Center Cloud, call center (7)   

  3CLogic – What’s in a Name? 

  Often people raise a question that what does 3CLogic stand for or what does it mean? Frankly there is no logic behind choosing 3CLogic as a name. Originally the 3Cs stood for ‘Communications, Convergence and Collaboration’. It gradually evolved into Customers, Communications and Collaboration. I like ‘Customers’ in 3C as it is about how we listen to our customers and cover that extra mile to make them happy.  An old friend of mine from my days at Newbridge recently asked me if 3C stands for ‘Call Center in the Cloud’. I like that interpretation too. So whatever we were thinking when we came up with 3C in 3CLogic seems to be all good. So the next question is why 3CLogic and not C3Logic. Well, there is logic behind that one. C3Logic would be behind Aspect and Avaya when listed alphabetically and we just couldn’t have that. If you are still wondering why 3CLogic and not just 3C as a name; well there was really no logic in putting logic in 3CLogic. It just sounds logically cool. If your head is spinning by now you have been thinking about all this naming stuff too logically. Besides, what’s in a name anyway? A rose by any other name…..

   
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  Raj Sharma 8:28 AM on February 6, 2010 Permalink | Log in to leave a Comment
  Tags: 3CLogic, call center (7), channel, contact center (2), social media   

  Social Media in Contact Centers: Another Channel or Another Force Fit 

  Social media is not just abuzz, but it is also being used to create a lot of buzz about everything. Let’s take a peep into how social media can play a significant role in next-gen contact centers. From a contact center’s perspective that is providing customer service, taking orders, or doing outbound telemarketing campaigns, social media is another channel that ensures contact with customer. Just like phone, e-mail, Instant Messaging and fax channel, social media is yet another platform to get in touch with the end customer.
Treating social media as just another channel can be deceiving for the call center as it is a new channel and its use may not be properly understood by the call center. There is a viral element to social media that can have ramifications; both positive and unwanted. Social media when used as another channel in contact centers can certainly provide a 360 degree view of a company’s client base if it is managed properly and is part of an overall strategy to enhance customer touch.

  For contact center technology vendors such as 3CLogic, social media provides an opportunity to bring new capabilities to contact centers. Optimizing the use of social media channel in contact centers requires integration of social media capabilities into existing call center platforms. New agent and supervisory skills are essential for the social media channel to work effectively in contact centers. Continuous monitoring of buzz and chatter on net combined with the appropriate reaction and response from the call center is paramount to the success of social media as a channel in contact centers. The speed with which the contact center must respond to the buzz and chatter cannot be underestimated. Adoption of social media in contact centers can be challenging and overwhelming for their decision makers. Technology vendors like 3CLogic can help call centers take the next step in the right direction.