By: Paul Ridenhour On: August 10, 2018 In: Contact Center Comments: 0

Have you ever contacted a company more than once to resolve the same issue? Did your opinion of that company change drastically after your experience? Why do you think it was so difficult to resolve your problem? Could it have been the result of inadequate training or coaching? Was the […]

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By: Christy Green On: August 09, 2018 In: Oracle, Service Cloud Comments: 0

Learn more about Oracle’s Virtual Assistant. This video provides a good overview and brief demo. Check it out!

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By: Jimmie Chevrier On: July 26, 2018 In: Contact Center Comments: 0

One of the best and most effective ways a contact center manager can get to know their agents is through the practice of transcript reviews. A manager can really only spend a very limited time observing any one agent on the floor, so reviewing transcripts will provide a massive amount […]

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By: Christy Green On: July 22, 2018 In: Oracle, Service Cloud Comments: 0

Check out this video for the innovations now available for OPA, Contact Center, Knowledge Advanced and Oracle Service Cloud Platform. Good stuff!

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By: Dave Whitfield On: July 17, 2018 In: Genesys Comments: 0

Have you ever felt abandoned? Maybe as a small child you lost sight for a little while of the adult you were with, and you really thought you were on your own. Or maybe later in life, you lost touch with a close friend who moved away, and you wondered if you’d ever hear from them again. Or maybe just yesterday, or last week, a company you’ve done business with for years treated you as if you’re expendable.

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By: Dave Clark On: July 02, 2018 In: Genesys, Interactive Intelligence Comments: 0

When I was growing up, our small town newspaper frequently ran an ad for the local chiropractor. In the ad, a pensive, doctor-ish, looking man with his hand on his chin pondered the question, “Did you know that every move you make depends on your back (or spine)?” If you’ve […]

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By: Norman Seto On: June 22, 2018 In: Contact Center Comments: 0

Customers are looking for deeper connections with the brands they do business with.  The human connection, the need to be heard, understood, and valued are essential offerings for today’s consumer expectations. In our online world, brands must be focused on delivering a white-glove service experience to an always-on, and always connected […]

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By: Christy Green On: June 21, 2018 In: Oracle, Service Cloud Comments: 0

June's Ask the Experts webinar focused on Expanding Digital Engagement Channels. 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: 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: Kory Salem On: May 10, 2018 In: Genesys, Interactive Intelligence Comments: 0

Last week, Genesys held the CX18 Conference at the spectacular Gaylord Resort in Nashville, TN. It was a terrific event with tons to learn and see. There were three discoveries in particular that stood out to me as very impactful. Even better, all three of these will be coming to […]

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