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


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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Modern Measures of Contact Center Performance & Customer Experience [Analyst Blog]

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Today’s contact centers are one of the most important components of a company’s relationship with its customers. As new channels and technologies are integrated into the contact center, customer experience leaders are beginning to change the ways they evaluate contact center performance and success. Traditional voice- and time-centric key performance indicators (KPIs) are the primary means Read More >

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The Cloudification of Customer Experience


At Genesys, we’re always looking for new ways to help our customers improve the customer experience. As we recommend new approaches, we keep coming back to a word that just seems to fit: cloudification.  At a high-level, we define cloudification as moving all services to the cloud, so business-critical applications and information are accessible from Read More >

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The Future of Customer Experience On Display at SpeechTEK

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Next week, Genesys is heading to the great city of New York for SpeechTEK – The Smart Customer Interactions Event – taking place from August 18-20. This year, SpeechTek is running in tandem with the Customer Service Experience and CRM Evolution conferences to bring together seasoned practitioners and CX professionals with detailed case studies on their design, Read More >

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Encore, Encore…Zendesk and Genesys Customer Service Webinar Q&A


We recently hosted our first webinar with Zendesk, Zen and The Art of Multi-Channel Customer Experience. The webinar featured a demo of the cloud-based integrated solution brought to market for companies to seamlessly manage all their customer service interactions across channels.  There was so much social media interaction and so many questions during the webinar that Read More >

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Cloud, On-Premises or Hybrid—Which Contact Center Will Work for You?


Successful brands know that the contact center plays a huge role in delivering great customer experiences and driving long-term loyalty.  The need for new capabilities made available quickly and cost effectively means considering a variety of deployment options, influenced by everything from corporate culture to future growth. As companies map out strategies to modernize and expand their Read More >

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