Protected: Calling #ServiceTrailblazers For Dreamforce !

Protected: Calling #ServiceTrailblazers For Dreamforce !

by | Sep 17, 2018 | Agent-assisted service, AHT, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Field Service, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, dreamforce, Innovation, Leadership, ROI Of Customer Experience, ROI of Customer Service, Self-Service, transformation

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Why Artificial Intelligence is an Agent’s New Best Friend

Why Artificial Intelligence is an Agent’s New Best Friend

by | Sep 12, 2018 | Agent-assisted service, AI, Artificial Intelligence, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Leadership

Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...
Guest Post: Get to Know Your Customers Better with This All-In-One Tool

Guest Post: Get to Know Your Customers Better with This All-In-One Tool

by | Feb 16, 2018 | Cloud Technology, Contact Centers, Customer Experience, Customer Service, Customer Success Management, CX, Dr. Natalie's Blog

Whether you’re a business owner or marketing expert, you understand the importance of knowing your audience inside and out is key to attracting prospects and retaining existing customers. Fortunately, there are a number of tools on the market that can help you do just...
Oracle Service Cloud Announces New Releases

Oracle Service Cloud Announces New Releases

by | Dec 6, 2016 | Contact Centers, CRM, Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Internet of Analytics, IOT, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service

Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Included in he release is a new...
Genesys & Interactive Intelligence Acquisition Is Complete

Genesys & Interactive Intelligence Acquisition Is Complete

by | Dec 6, 2016 | Cloud Computing, Cloud Technology, Contact Centers, Customer Experience, Customer Service, Customer Service Agents, CX, Digital Disruption, Dr. Natalie's Blog

Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more...
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