Healthcare providers are placing more emphasis on care than ever before. They’re shifting to a new paradigm for service interactions that not only aims to provide care and customer...
Email is likely already part of your contact center’s communication strategy. But are you truly making the most out of it? With more contact centers embracing new digital channels,...
Insurance customers might leave for a better price, but they’re most likely to stay for the service. Service quality is the main reason consumers select and stay loyal to...
Keeping your customers’ data secure is one of your top priorities. Internal security protection and compliance measures that are less-than-rigorous leave your contact center vulnerable to a wide range...
“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...
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,...
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...
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,...
This blog post was co-authored by Genesys technology partner, eMite. Complexity and silos are enemies of insight. And lack of insight is the enemy of decisive action. Enabling your...
Contact centers across the world have had to shift their operations in 2020, especially their workforce planning efforts. Traditional forecasting and scheduling methods worked in the past — when...
