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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By: Derrick Chin On: December 15, 2016 In: Contact Center Comments: 0

Too many chats is like having too many drinks – it’s best to know when to say “stop.” In the modern omni-channel contact center environment, there is pressure to provide all channels to all customers. Mix this with the need to mitigate the labor requirements and you have contact center leaders […]

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By: Derrick Chin On: October 12, 2016 In: Contact Center Comments: 0

Does AX=CX? In a recent conversation with a customer, I was asked this question, “Is there any way to add some pizzazz to the agent workspace?” The short answer to the question is of course, “Yes.” Questions of this nature come up from time to time, and although this seems like […]

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By: Derrick Chin On: August 29, 2016 In: Contact Center Comments: 0

As the summer begins to wind down, kids are going back to school, the air conditioning spends less time on, and preseason football is in full swing. I love when preseason football starts, it means that the real deal is just around the corner. It’s also fun to get a […]

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