Get The Definitive Guide to Customer Interaction Analytics from ContactBabel [Analyst Report]


ContactBabel, a leading contact center industry analyst firm, recently released The Inner Circle Guide to Customer Interaction Analytics, which is by far the most comprehensive report about interaction analytics available today.  Indicating that there is a future of new opportunities for companies, ContactBabel states that, “while the terminology ‘customer interaction analytics’ is used within this report, Read More >

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Shellshock & Contact Centers – What You Need to Know


At Genesys, the security of our software – both in the cloud and on-premises – is extremely important to us. Over the past few days, Genesys has received several inquiries from our customers regarding the Shellshock bug, and I wanted to share what we know, as well as some guidance to ensure your contact center Read More >

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How Does Your Contact Center Stack Up Against Best Practices? [Webinar]

Best Practices

Considering the usual time frame between contact center technology refreshes is between 6-10 years, think about how much the customer experience landscape can evolve in such a short timeframe. For example, let’s look at the rise of new customer care channels in recent years: Facebook is only ten years old, yet has 1.2 billion global users Read More >

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Connect the Customer Journey with Enterprise Workload Management

enterprise workload management

Businesses all over the world are becoming increasingly aware of the importance of their customer-facing processes – from the front office to the back office.  To stay competitive, businesses are training their agents to successfully manage multiple channels while their performance and productivity are monitored in real time.  But, it usually takes work outside the Read More >

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3 Strategies to Reduce Online Shopping Cart Abandonment

Web Customer Service

Did you know that more than $3 trillion in merchandise is abandoned every year in online shopping carts? The figure dwarfs the $1.4 trillion that’s actually sold.  As retailers struggle to find new ways to get merchandise from cart to check-out, the abandonment rate is growing – from 69% in 2011 to 74% in 2013, according to Read More >

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Investing In Your IVR Pays Off For Financial Services

IVR bank

When it comes to growing a portfolio, financial service organizations understand that making investments can be risky, but profitable.  But, when it comes to investing in technology and processes to deliver the optimal customer experience, the odds that your company will build loyalty and increase customer satisfaction levels are likely much better! In today’s world of ever-expanding customer Read More >

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