“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and...
It’s certainly an understatement to say that 2020 and 2021 were challenging times. These challenges forced us to re-imagine everything we do. The COVID-19 pandemic has reshaped how caregivers...
Everywhere you look, someone is touting the benefits of artificial intelligence (AI) — its utility, its impact, its future. Self-driving cars for the masses still might be years away,...
The COVID-19 pandemic has forever altered the demand on health systems; the healthcare industry has learned many lessons and has evolved to find a “new normal.” While this environment...
As companies around the world adjust to changing consumer expectations, the tools they use to improve customer and employee experiences must also evolve. Genesys consulted industry pacesetters and analysts...
If you work in healthcare, you might have reminisced about going back to pre-pandemic work pressures and concerns. Most organizations are now consistently speaking out about their “new normal,”...
Consumers are interacting with customer service more often across more channels than ever before. They consider empathic, speedy interactions and first-contact resolution to be table stakes. During 2021, as...
Leading organizations worldwide are evolving their use of artificial intelligence (AI) in customer experience (CX) away from limited tactical deployments and toward an overarching approach focused on the entire...
Call center turnover rates are legendary. A web search will surface a range from 30–45% on average, to more than 100% per year, depending on the industry. With “The...
Early in my career, I managed contact center technology for a small engineering contact center. One day, a member of the management team strolled past my desk and exclaimed,...