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Add Users to the Salesforce Call Center

Once you have a Salesforce call center in place, you'll need to add your users to it. Adding users to a Salesforce Lightning call center is pretty standard stuff - it's covered in our product documentation and on the Salesforce website itself. I thought I'd toss it up here as well with some nice screenshots,…

Improving Inbound Contact Center Metrics

Salesforce recently released an infographic on Call Center Best Practices. Alongside their post on 6 things a rep should never say, it’s a great resource if you’re in charge of – or part of – an inbound contact center. One of the things the infographic highlights is what TechTarget describes as the 7 most important…

Creating Workflow Rules in Salesforce

If you want to automate a process based on the result of a call in your call center, we have a set of recommended instructions for you. We're using the example of automating task creation here, but you can use workflow rules to automate processes related to other Salesforce objects in the same way. In…

Reaching New Levels with Gamification

Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Especially in the past few years, employers have…

Say Goodbye to Hold Music and Hello to Service on Your Schedule with Contact Requests for Omni-Channel in Spring '19

Salesforce Omni-Channel has been around for about 3 years now! On one hand that seems like such a short time, and on the other it seems like a long time because Salesforce Omni-Channel has come a long way in the 12 releases since it was first introduced in the summer of 2015. This post will…

What's New with CTI for Microsoft

We've recently released new versions of InGenius Connector Enterprise, our computer telephony integration (CTI) solution, with some exciting new features and integrations for our Microsoft Dynamics 365 users. Read on for the lowdown on what's new. Integration with Unified Service Desk (USD) for Microsoft Dynamics 365 Unified Service Desk (USD) for Microsoft Dynamics 365 is…

Chatbot Secret Sauce: Seamless Escalation to a Human

It seems one cannot pick up a newspaper or magazine in 2019 without seeing a headline related to artificial intelligence (AI). From important newspapers like The New York Times (From Agriculture to Art — the A.I. Wave Sweeps In) to business strategy magazines such as Harvard Business Review (Collaborative Intelligence: Humans and AI Are Joining…

Creating a New Era of Specialized Contact Center Agents

In an age of digital transformation, where technology has become so advanced that it's able to replace humans on numerous levels, there is much speculation over what the future holds for the contact center agent. The rise of artificial intelligence (AI) has demonstrated countless times that computers are not only able to replace humans, but…

Contact Center Acronyms: What They Mean & When to Use Them

A bite-sized breakdown of typical contact center terminology When you're working in a fast-paced contact center environment where time is precious, it makes sense to use a set of special words that are going to help speed up communication and keep productivity levels running high - but what are they? After all, it's all very…