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When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services. Having experience building customer engagement functionality in Salesforce that only supports digital channels, […]

It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be hard to find. Contact centers continuously monitor metrics to: Analyze data that affects customer experience (CX) Ensure that performance goals are met Catch […]

Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business. Evolved infrastructure trends Infrastructure powers everything and therefore is the foundation of every customer […]

Overwhelming evidence confirms that improving CX does drive business results and that prioritizing customer experience is the proven path to success. However, many customers feel that only a few companies engage with them well, and even with those companies there is room for improvement. So why are companies still struggling to deliver great customer engagements? […]

Are your team members spending at least 5-10 minutes a day “cherry picking” their work? If your team is handling lots of work items per day, then saving even 5 minutes per person can make a difference. It can increase productivity enough to have a cost, revenue, and customer experience benefit. Notice that I said […]

Aria Solutions is happy to announce our new video describing what Cherry Picking is, the issues of “pulling” work items from Salesforce queues, and why Real-Time Work Delivery is a solution to this problem. Enjoy the video! Please leave any comments or questions! [gravityform id=”2″ ajax=”true”]

Consider an organization that has the enviable problem of experiencing significant team growth over a short period of time. This happened to one of our clients! Our client delivers a perishable product that streams content for live events. The content is available through an on-line subscription. As a forward-thinking organization, they adopted Salesforce – a […]

Every day, there are many tasks that you need to do for your customers. Often, the method used is to allow employees to pull work items from lists or Salesforce queues. As a result, the most critical question you and your team face is – ‘what work item should we do first?‘ Many companies leave […]

Has the volume of your team’s tasks grown? Has managing and coaching your team become more difficult? Are positive customer experiences becoming less consistent? Was it clear sailing, and now it seems pretty hazy? Salesforce has been adopted by many small customer focused teams that are leveraging Service Cloud to handle customer interactions and related […]

Historically, the great thing about Genesys is that the systems can be programed to do just about anything, in any environment. The tough thing is, with such flexibility, it can be difficult to support. The 6 things that slow down a support team, and can cause frustration for the business are: 1.  Getting Accurate Information […]

In a typical service organization, 70-80% of the costs are human resources. Making sure that you have optimal staffing levels is perhaps the most important way to keep costs down while delivering consistently high quality service. As any organization grows, the number of its employees rise, and the challenge of optimizing the workforce becomes greater […]

Salesforce.com Service Cloud and Sales Cloud customers who run the Genesys platform in their contact centers can significantly benefit from using a best practices approach to integrating the two systems together. The right solution can improve customer experiences and loyalty, lower operations costs and increase the effectiveness of agents and back office associates. The type […]