BPA Featured Article

3rd Party Remote Call Monitoring Made Easier with Capabilities Powered by 3CLogic

By Jamie Epstein, TMCnet Web Editor
October 26, 2011

3rd party remote call monitoring in a contact center can help to dramatically improve agent performance as well as increase efficiency of overall operations within the center. Today, 3CLogic (News - Alert) revealed it would soon be unveiling new functions that would enable call centers to leverage the preferred method of communication customers feel most comfortable using.

A press release revealed that some of the new capabilities include call blending, as well as the ability to seamlessly integrate numerous modes of communication including email, text, voice, and chat through 3CLogic's cloud-based platform.

To see the greatest benefits from key multi-channel tools, the contact center must allow for them to work together, which will ultimately lower costs and power a more satisfying customer experience. With integrating multi-channel capabilities into a call center environment, 3CLogic can offer a cloud-based service that will assist these businesses in being able to better manage customer interactions across multiple channels.

"With multi-channel functionality in place, businesses can now leverage huge gains in lead generation and revenues. Integrating chat, text, e-mail and voice with your business model can dramatically increase sales and cause customer satisfaction rates to shoot through the roof. You just can't beat interacting with your customers through channels of their preference. It's like bringing full contact center capabilities right to their front door", said Ramana Reddy, director of client services at 3CLogic, in a statement.

The only way to improve quality within the call center is have the ability to accurately measure performance with 3rd party remote call monitoring. Companies such as BPA and 3Clogic that offer a way to monitor such interactions through all types of communications methods can clearly pinpoint where things can be changed if needed to increase performance levels.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny