By: Norman Seto On: March 20, 2019 In: Contact Center Comments: 0

Today your prospects visiting your website are well informed and expect to have things with urgency and convenience in mind. Many are already educated on your offerings which means that there’s a high likelihood of many site visitors being in buying mode upon entry – aka Hot Leads! Your spend […]

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By: Christy Green On: March 06, 2019 In: Oracle, Service Cloud Comments: 0

Check out the latest updates to Oracle Service Cloud Release 18D. Here is the video and highlights of release 18D!

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By: Dave Clark On: March 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

There's an old adage about the person you know least well is the person inside of you. This can often apply to our internal communications systems as well. Occasionally it is good to pause and reflect on life, and figure out how we can improve the less than perfect areas and throw out the bad ones. With spring around the corner, I would like to share some cleanup ideas.

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By: Paul Ridenhour On: February 20, 2019 In: Contact Center Comments: 0

The World Wide Web as we know it today has only existed for about 30 years but has completely revolutionized how businesses and people connect and interact. If you look back 25 years, you would discover that to pay a utility or credit card bill most consumers had to whip […]

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By: Colin Doggett On: February 13, 2019 In: Oracle, Service Cloud Comments: 0

When does Oracle Policy Automation represent a better solution than an Ask a Question Form?

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By: David Currier On: February 05, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Microsoft has announced that they will be retiring 3DES in Office365 as part of their push to migrate all online services to use TLS 1.2+ on February 28, 2019. This means that PureConnect (and legacy CIC) systems not running current versions/patches of the product will likely lose the ability to […]

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By: Derrick Chin On: January 23, 2019 In: Oracle, Service Cloud Comments: 0

At the beginning of every year, your team reflects on what had made the previous year successful, so that you can plan for greater success in the following year. Many teams look at staffing, sales development strategies, and operations as keys to continued success, but there are often other contributing factors.

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By: Derrick Chin On: January 20, 2019 In: Contact Center Comments: 0

Since my early days working in Contact Centers, I have always viewed Contact Center management as if I was a zookeeper trying to keep order between all of the different animal populations. We need to make sure not to put the flamingos in the same enclosure as the lions so […]

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By: Dave Whitfield On: January 08, 2019 In: Genesys, Interactive Intelligence, PureConnect Comments: 0

Ever find yourself lying awake at night pondering questions like these? How many comments on our corporate Facebook page have gone unaddressed this month? Who responds to our instant messages, and what is our average response time? How many tweets last year mentioned us versus our biggest competitor? In an age when your customers are spending more and more time on social media, the day is coming — or may have already arrived — when you can no longer afford to ignore those nagging questions. Your customers won’t let you, and neither will the competition.

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By: Mike Stettler On: December 31, 2018 In: Contact Center Comments: 0

One of the most common questions I hear from clients who manage agents in a multichannel environment is, “Why can’t we just do it like our phone business?” It’s a great question and there are far more reasons why you shouldn’t run other channels such as chat, messaging or social media […]

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