Attract and Retain Better CX Talent with Optimizing Technology
Erik Delorey
Are your technology investments doing all they can to attract and retain the talent your contact center needs? ESG research indicates that nine out of ten organizations are on a digital transformation (DX) journey. It is important to remember that DX involves people, process, and …
Customized Genesys Training? Get What It Takes to Optimize Genesys Performance!
Jim Wessel
They play a role in making operations more seamless, bridging the gap between authorities, consumers and businesses. …
Customizing Genesys? Start with The End Game
If you are in the process of customizing the Genesys platform to suit the specific needs of your business, you are already on the road to delivering a seamless customer experience (CX). Congratulations. The investment in a CX platform along with the effort for implementation …
Man Maketh Tools. Not the Other Way Around.
Just unboxed that new solution for your contact center? Fantastic, but who are your agents? What is their experience and skill set? If your contact center is run like a sweatshop staffed by agents with little experience and training, you will likely have a contact …
Password Nightmares: Managing Contact Center Security without the Headache
We all know the feeling of being overwhelmed by having too many passwords. In Joan’s contact center alone she has to login to her desktop, email system, project management tool, time tracking system, in-office messenger, training portal… her office entrance is even protected by a …
Genesys Self-Service Doesn’t Replace Your Agents… It Empowers Them
Now that customers are relying more and more on self-service, artificial intelligence is playing a major role in contact centers. Customers want the quickest, easiest solutions to their problems, so they often prefer to take care of things themselves. The Genesys self-service dashboard is designed …
Creating the Optimal Agent Desktop with Genesys WDE
Eric Entzeroth
Overcoming the Challenges of an Omnichannel Contact Center When you’re managing an Omnichannel contact center, you run the risk of getting lost in all the different messages coming from the various communication channels. Let’s say a customer starts contacting one of your agents by phone, …
How To Best Support Your Remote Workers When You Implement Genesys
According to the New York Times, nearly 50% of American employees said they spent at least some time working remote in 2016. Today, as businesses are facing inherent challenges brought about by the pandemic, many are forced to shift their entire workforce to remote work. …
5 Tips for Successful Agent Scheduling With Genesys
Are you tired of having the wrong agents working at specific times or being short-staffed when you contact center is experiencing the highest volume of calls? Scheduling problems in a contact center can destroy the customer experience and be detrimental to the entire workforce management …
5 Benefits of Leveraging AI for Genesys
Artificial Intelligence has made a significant impact on almost all businesses in today’s technological world. AI allows users to self-service to get their needs met instantly. Patients can schedule their doctor’s appointments in seconds, restaurant patrons can make reservations at any time, couples can order …