By: Derrick Chin On: October 17, 2018 In: Contact Center Comments: 0

Like any technology that you procure for your team, there are many choices and variations. What should you be looking for in a CRM? Why is one feature more important than another? What’s the difference between a Sales CRM versus a Service CRM? The hardest part is determining where to start. Here are a few questions you can ask that will start you down the right path:

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By: Derrick Chin On: September 28, 2018 In: Oracle, Service Cloud Comments: 0

September's Ask the Experts webinar focused on Improving Agent Productivity.  Here's a recording of the webinar and a few highlights on the topic as well.

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By: Derrick Chin On: May 22, 2018 In: Oracle, Service Cloud Comments: 0

May’s Ask the Experts webinar focused on Workflow. I wanted to share a few highlights on the topic as well as the recording of the webinar.  I hope you find the information helpful and insightful!

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By: Derrick Chin On: April 24, 2018 In: Oracle, Service Cloud Comments: 0

April’s Ask the Experts webinar focused on Knowledge Effectiveness. I wanted to share a few highlights on the topic as well as the recording of the webinar.  I hope you find the information helpful and insightful!

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By: Derrick Chin On: April 15, 2018 In: Oracle, Service Cloud Comments: 0

March’s Ask the Experts webinar focused on Browser User Interface (BUI). I wanted to share a few highlights on the topic as well as the recording of the webinar. I hope you find the information helpful and insightful!

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By: Derrick Chin On: March 04, 2018 In: Oracle, Service Cloud Comments: 0
By: Derrick Chin On: November 15, 2017 In: Oracle, Service Cloud Comments: 0

On average, your contact center is likely sending thousands of responses to customers every week. Do you struggle to provide consistent answers to customer responses? Could utilizing standard text help you?

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By: Derrick Chin On: October 27, 2017 In: Oracle, Service Cloud Comments: 0

Managing user accounts can be tricky. User accounts need to have the proper Profiles and Groups to ensure that they have appropriate permissions. In addition, it is also important to have a plan for dealing with the inevitable “Non-Active” accounts.

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By: Derrick Chin On: June 14, 2017 In: Contact Center, Queued IN Comments: 0
By: Derrick Chin On: May 18, 2017 In: Contact Center Comments: 0

If you were to capture the reasons that customers reach out to your contact center, I’m sure you could fill a few pages.  Are those the reasons that your contact center agents actually get tied up? Too often we find that adding resources is usually a temporary activity, because we […]

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