3 Reasons to Check Out the New Genesys Customer Experience Center

10462803_10152106944601330_4454482057291346661_n

We recently celebrated the grand opening of the new Genesys Customer Experience (CX) Center located at here in Daly City, California! The new CX Center is much more than a briefing center – it’s a place where Genesys comes to life for our customers – engage with our experts and executives, get the latest in Read More >

Share Button
 

Ready for Digital Channels? 3 Tips to Keep in Mind

What now.

No matter where you look and what research report you read, all roads point to consumers increasing their use of digital channels for customer service. At the same time, only a third of companies succeed at fulfilling their customers’ expectations when it comes to handling multiple channels. The pressing question for every contact center is this: Read More >

Share Button
 

Stop Wasting Time and Money on Lead Conversion [Webinar]

Fotolia_59979206_Subscription_XXL

For today’s digitally driven consumer, life has become more convenient and simple. You can easily search the Internet for providers of the products and services you desire, submit an inquiry through a web form and select the company that responds fastest or with the most favorable deal. At the same time, the rise of eCommerce Read More >

Share Button
 

5 Steps to Align Contact Center KPIs with Customer Experience Strategies

Fotolia_60584210_Subscription_XXL

Does your organization have a Customer Experience strategy with set KPIs? Have you implemented either Net Promoter Score or Customer Effort Score? Like most managers, you understand that these metrics provide value. After all, you can’t manage what you can’t measure. At the same time, you may not be sure who is in control or what you can Read More >

Share Button
 

Anana COO Dave Tidwell on Multi-Channel Customer Experience [Guest Blog]

guest blogger

Dave Tidwell, Chief Operating Officer of Genesys partner Anana recently posted a blog on effectively managing the multi-channel customer experience . Dave takes an interesting look at a range of uses cases out there and how business need to take an integrated and chronological look at managing customer interactions across channels to be successful. Take a look Read More >

Share Button
 

5 Strategies to Solve Your Contact Center’s Identity Crisis

ExecutivePerspectives-FINAL

Is your contact center having a bit of an identity crisis? Are you at a crossroads where you need to figure out if you are content with what you have or ready to invest in a new way to deliver great customer service? As a customer experience professional, everywhere you look you see tips for Read More >

Share Button
 

3 Ways to Turn Speech Analytics in to Action

Knowledge is power

Turning analytics into action is probably high on the list of both the VP of Customer Experience and the Director of Contact Center Operations. In their attempts to better understand the customer through voice of the customer initiatives, they typically set out to identify and fix any operational efficiency problems or compliance breaches. From there, they Read More >

Share Button