/ Resources / Blog / Page 2

Bring the Human Experience Back into your Contact Center with InGenius CTI

My first sales job was at a contact center in the early 2000s. I worked on a large team, with high targets and a company-mandated script. I was expected to call over 100 people each day and to throw my pitch to as many people as would listen, trying to get as many to stick…

Making Life Easier for the Client is the Key to Good Customer Service

The number one priority for any business that hopes to establish and maintain a high rate of success is to ensure that their customers are satisfied with the service they're receiving. Customer experience, after all, is viewed by 90% of organizations as a key brand differentiator. But how can businesses ensure that their clients remain…

Hello World, I'm an InGenius Intern

It's that time of year again. The time when you start to see, "Congratulate Mary for starting a new position!" seemingly every day. The time when your LinkedIn account is buzzing with notifications about connections landing internships. For some, it's a happy time when they can boast about starting a new chapter, but for others,…

InGenius Configurability Provides a Unique Agent Experience

Not all contact centers are alike. As a customer relationship manager, I have the opportunity to meet with our customers and discuss what InGenius features their agents depend on the most when interacting with their clients. I continue to be amazed at how varied these answers can be. Each business and each contact center is…

The InGenius Grand Opening

InGenius has been growing since its start in 1996, and we recently celebrated the official unveiling of a new office space. Just around the corner from our previous offices, it isn't a big change geographically, but it does mean the whole team is now together in one consolidated space - a move we're all very…

Four Ways to Smash Down Silos and Boost Contact Center Performance

If the overall goal of a modern contact center is to provide the best possible experience for the customer, then dated silos need to go. Today, a contact center works best when information is shared openly between departments, and employees are able to collaborate and work more productively without limitations. Though silos may have served…

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…