Is Your Contact Center a Customer Experience Baby?

customer experience

If you’re managing customer experience at your company and your contact center is acting like a customer experience baby, I feel sorry for you – but I can help!  You may not have known it when you took the job, but you found out that you actually adopted a customer experience (CX) baby.  As with all Read More >

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Genesys is Frost & Sullivan’s North American Cloud Customer Contact Solutions Company of the Year

Genesys Cloud Contact Center

Analyst firm Frost & Sullivan recently recognized Genesys as the 2014 North American Cloud Customer Contact Solutions Company of the Year. You can read our press release here. In today’s blog, I wanted to share a little more insight on what this award means and why our momentum in cloud contact centers it’s good for existing Read More >

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Unlock the Power of Speech Analytics [Video]

speech analytics

Your organization literally has hundreds of thousands of conversations with your customers and prospects every day, engaging with them for a variety of reasons. Day in and day out, your customers voice their needs, satisfaction, feelings and frustration, and your agents use their customer service or sales skills in response. But, what happens when your Read More >

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Hear from Customer Experience Thought Leaders – Highlights from G-Force Melbourne

genesys customer experience

This week, G-Force Melbourne wrapped up the 2014 season with cutting-edge stories and words of wisdom from customer experience thought leaders. Key themes running throughout the APAC event were a focus on customer journeys, the power of employee engagement, and how businesses and customers can better connect in our increasingly digitally driven society – to name a few. Read More >

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Zombies BAD. Workforce Optimization GOOD – 3 Tips to Minecraft Your Contact Center!

genesys workforce optimization

If you have kids under 12 years old, chances are you have heard more than you ever wanted to about Minecraft.  For the uninitiated, it’s a hugely popular video game about a guy named Steve who has to mine for minerals to help him build a home, grow food and stay away from killer Zombies, Read More >

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