Gone is the binary choice of “buy versus build” that locked centers into frustrating limitations. Now, buyers can have the best of all worlds. Centers are no longer “call centers.” …
By 2025, the contact center organization will be exploiting the benefits of an application ecosystem and tools to better equip staff to work in teams. Application leaders for customer service …
Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads …
Your move to a new call center shouldn’t be intimidating. This ebook covers the basic steps for a successful migration. Avoid pitfalls, slow deployment, operational downtime and the hassles of …
Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there’s no way to fully standardize your business levels, you can manage changes—with proper …
The Internet has brought unprecedented choices, information, and convenience to customers. In turn, this has prompted businesses to evolve their customer engagement strategies. One of the most significant changes has been …
Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads …
Small and mid-sized businesses have a unique positioning that can give them a leg up on big business competitors—they’re adaptable and more able to grow and change with technology. As …
The Genesys State of Customer Experience research report is based on consumer and business findings related to customer experience. This initial global survey, executed on behalf of Genesys by an …
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No …
