Critical Components of a Modern Contact Center [Webinar]

contact center webinar

Managing the many competing needs in your contact center is a never-ending balancing act.  You may be constantly wondering what is critical, versus what is just noise. So, what is critical? For starters, the fast-changing world of social and mobile – coupled with increasing customer demands – is driving a need for agility in adding new Read More >

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Digital Customer Service: 5 Takeaways from Gartner Symposium 2014

Digital Customer Service Gartner Symposium

Genesys recently attended the world’s largest strategic IT event, The Gartner IT Symposium, where CIOs and IT leaders from around the world discussed customer experience and contact center strategic directions for the coming year. The event’s theme was Digital Business is Upon Us, and it covered how the “nexus of forces of cloud, mobile, social and information” Read More >

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No Limits on Great Customer Experience at Dreamforce [Video]

Dreamforce Genesys iPad

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]

workforce management

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]

Omnichannel

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]

wow customer service

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

customer journey

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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