Contact Center Solutions Featured Article

3CLogic Online Certification Tests Enhance Quality Assessments for Contact Center Agents and Managers

December 01, 2011

3CLogic (News - Alert) is one of the leaders in cloud based contact centers. The company recently announced the launch of 3CLogic University. One of the key focuses of the new university will be to meticulously assess agents' and managers' knowledge of 3CLogic platform and functionalities.

This information will then be stored in a database and be made available to businesses that are looking for certified agents. With these latest assessments, businesses of all sizes will now be able to flexibly scale up or down, support and sales representatives as per business demand and also have the ability to deploy home based agents.

3CLogic University offers a unique assessment to provide an assessment of each agent and manager performance on the 3CLogic platform and portal. These tests are extremely important as it helps all contact center managers and agents to be measured by the 3CLogic University tests and then assists in helping match agents to customer’s specific needs.

Apart from this, the 3CLogic assessments also enable businesses to offer best-of-breed support to their customers by giving them access to a database of highly trained, qualified agents who will be able to assist them with their customer support inquiries.

In a release, Ramana Reddy, director of Client Services at 3CLogic said that, “The launch of 3CLogic University offers contact center administrators the key they’ve been looking for to fully evaluate the knowledge base and skill levels of their staff. There’s nothing more productive than being able to connect your best, highly trained, 3CLogic certified agents to your most strategic customers. It’s a win-win situation for both the contact center business and their customers. This is just something that has been lacking with traditional brick and mortar call centers; now being available to you from any remote location.”

Now with the launch of 3CLogic University, businesses will be able to boost their revenues and return on investment rates by sending their supervisors and agents to get an official program certification. The 3CLogic University will begin to function from December 1, 2011 and offer call center administrators an “e-school” to teach, train, and assess their call center staff.  

In other news, 3CLogic will be launching new quality of management capabilities to allow businesses to connect more quickly and efficiently in the channel preferred by their customers. In addition to call blending, these new enhancements will integrate multiple channels of communication – email, text, voice, and chat – via 3CLogic’s cloud based platform deployed on Amazon Web Services (News - Alert) (AWS).



Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Jennifer Russell

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