Unlock the Power of Speech Analytics [Video]

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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

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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!


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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