From the Sales Desk: My Lightning Experience

Change is hard. Yes, we've heard the same thing over and over in different ways: Try something new, reach beyond your comfort zone, take risks and you will be richer for the experience. We all know it's true, but still, change is hard. At work, I live and breathe in Salesforce. My CRM is the…

Improve CSAT with Omni-Channel

If you've ever had to contact a company for support, you know that customer service is important. But did you know that a whopping 96% of people say that customer service plays a role in their choice of, and loyalty to, a brand? Or that 56% have stopped doing business with a company because of…

The Canadian Football League and InGenius

In 1950, colour TV was invented. Two years later, the first Canadian Football League (CFL) championship game, the Grey Cup, is broadcast. Back then, the planet's population was a humble 2.5 billion. If you’re familiar with Canadian football’s older American cousin, you’re not far off. The CFL field is about 10 yards longer, length and…

Build vs. Buy CTI: Future-Proofing your Investment

When you’re thinking about making a software purchase, there’s a question that will often arise – should I just make this myself? If you're looking at a simple project and there are viable solutions for sale, the risks and costs of you not exactly replicating these solutions are minimal. What’s the worst that could happen…

Keep Your Best Contact Center Talent Engaged and Efficient through Tech

It’s no surprise that businesses are starting to realize the largely untapped potential of their employee base. Staffing is one of the largest costs to organizations, but it also represents an opportunity to serve as one of the biggest competitive advantages. Ongoing Gallup data on employee engagement shows that organizations with highly engaged workforces deliver 147% higher…

Not Just CTI, Digital Transformation

Beyond the Screen-pop to Modern Customer Experience. Customer interactions with businesses are undergoing a digital transformation. To keep up with this evolution, contact centers must go beyond basic CRM and telephony connectivity, to provide a modern customer experience. Today, when a customer needs service, they typically try three to four self-service channels before contacting support…

Are the Pressures of Metrics Weighing You Down?

Contact centers have many key performance metrics to achieve: AHT, CSAT, FCR, NPS... it can be overwhelming! However there's another acronym that can help you get these metrics into top shape - CTI. Computer telephony integration, or CTI, helps trim precious seconds off each call and improves the customer experience to ensure your call center…

20 Powerful Ways to Simplify the Agent Experience

The needs of today's customers are complicated. For a business to thrive, meeting these needs, and doing it at a level satisfactory to the customer,  is critical. However, businesses often wither by using outdated tools and processes that make servicing customers skillfully more difficult than it has to be. A rocky customer experience has a big impact…

InGenius for ServiceNow CSM

The InGenius team was very excited to announce a brand new integration for ServiceNow CSM this month.  ServiceNow is an easy-to-use service management solution that allows contact center agents to proactively identify and remedy issues on a service health dashboard. With InGenius built right into the ServiceNow window, users gain the clean user interface and flagship…