No Limits on Great Customer Experience at Dreamforce [Video]

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There was something for everyone at this week’s Salesforce.com Dreamforce! Sun, surfing, software, socializing, smartwatches from Will.I.Am, and serenading by Bruno Mars. The event featured over 145 thousand attendees, 400 exhibitors, 1,450 sessions, and 5 million online viewers, and is being compared to Woodstock by a Forrester analyst. For our part, Genesys was excited to Read More >

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When a Smile May Not Be Enough! Empower Employees with Workforce Management [Webinar]

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No matter how good your products or services are, your employees are often the true face of your business. They answer the “front door” your customers knock on to get their questions answered or their problems resolved. They smile (in a “virtual way”), they say please and thank you, and ask if there’s anything else they Read More >

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Don’t Forget the #CXFactor in Your Omnichannel Strategy this Holiday Season! [Webinar]

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Last week I am sure you either heard or read about the predictions for the 2014 holiday shopping season. The National Retail Federation’s (NFR) official forecast calls for holiday sales to reach $616.9 billion in the U.S. alone, a 4.1% increase over November and December of 2013. Shop.org, NFR’s Digital Retail Division, forecasted online sales Read More >

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4 Ways to Wow Your Customers With Great Customer Service [Webinar]

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Quick – name your favorite company or brand! Perhaps it’s a quality product or a consistently high level of customer service that keeps you going back again and again. Chances are, they like you too! Do they offer you personalized service? You bet. These are the companies that get it right – knowing the importance of building Read More >

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Top Cloud Contact Center Considerations

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Are you planning your move to the cloud? The shift to cloud-based contact centers has typically been led by smaller companies, as they can more quickly realize gains in capabilities and add expertise, without the CAPEX associated with on-premises solutions. However, companies with large contact centers are also now moving to the cloud − and Read More >

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Dreamforce 2014 Preview: The Future is Already Here

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On the heels of last week’s Gartner Symposium event where the Internet of Things (IoT) took center stage, this week we will be at Dreamforce 2014 where IoT will again be a hot topic. You’ll see the latest technology on display, including innovations in the cloud, Google Glass, smartwatch apps, and more. Seeing all this new technology makes me Read More >

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The New Genesys UX Revolution – Empower Your Contact Center Agents to Take Action! [Video]

Genesys UX

At Genesys, we are all about connecting customers to the right person at the right time – across any channel. But, it’s what happens after that connection is made that usually makes or breaks the customer experience. And it typically comes down to the action that the agent takes – or is empowered to take. Read More >

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