By: Christy Green On: December 08, 2017 In: Oracle, Service Cloud Comments: 0

These two videos are only 4-6 minutes long and provide an easy-to-follow overview of the exciting new capabilities that have been released in Oracle Service Cloud 17D.

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By: Christy Green On: February 09, 2017 In: Contact Center Comments: 0

Recently, I contacted a company (within the contact center industry) because I needed additional information on one of their solutions. After multiple attempts to connect with them via email, phone and chat, I still don’t have my questions answered. In theory, the company did a lot of the “right” things to […]

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By: Christy Green On: December 28, 2016 In: Contact Center Comments: 0

Your company just implemented a sophisticated new contact center solution or CRM or some other shiny new piece of technology. So now you can sit back and watch all the benefits the technology was supposed to bring just start happening, right? Wrong! It doesn’t matter how state of the art, […]

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By: Christy Green On: November 17, 2016 In: Contact Center Comments: 0

Do you want to make it easier for your customers, especially millennials – now the nation’s largest living generation – to do business with your company? If so, you should consider adding texting to your customer service and marketing mix. According to recent studies:  Cell phone users between the ages […]

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By: Christy Green On: September 13, 2016 In: Contact Center Comments: 0

Embracing new technology can be a great strategy for your business. It can help you attract and retain customers and increase revenue. There are many excellent solutions that can dramatically improve customer experience. But a note of caution, those same solutions, if deployed improperly, can provide the exact opposite results. […]

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By: Christy Green On: July 20, 2016 In: Contact Center Comments: 0

I got a new laptop for work a month or so ago and it came with Windows 10 and Office 2013. I’m sure there are some fantastic new capabilities that came along with that upgrade, but…. it’s different. Different enough that some of the functionality that I used without even […]

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By: Christy Green On: June 30, 2016 In: Contact Center Comments: 0

For years we’ve been reading about the necessity of delighting our customers. The definition of delight is “to give great pleasure, satisfaction, or enjoyment; to please highly.” I’d say creating the state of delight is a high bar, and often unachievable because delight is subjective. For example, if you’re on […]

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By: Christy Green On: May 19, 2016 In: Contact Center Comments: 0

Recently I was able to attend Oracle’s Modern Service Experience, a three day event focused on best practices for delivering consistent and positive, cross-channel customer service. We’ve been hearing for a long time about the importance of customer experience, and that the notion of customer service is expanding to encompass […]

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By: Christy Green On: April 21, 2016 In: Contact Center Comments: 0

We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey: Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online […]

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By: Christy Green On: March 17, 2016 In: Contact Center Comments: 0

Just like 91% of Americans, I have my cell phone within arm’s reach at all times. (There’s no judgement here, I’m just stating a fact!). I also admit to personally contributing to the 23 billion text messages sent per day worldwide – that’s 16 million messages sent per minute! According […]

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