Think back to the hours of studying, reading, and writing you did in school, and how it was all summed up with a big blazing letter grade at the end of the semester. We at Genesys just wrapped up our semester of contact center and customer experience thought leadership. Now it’s time to see how well we performed!
We just posted the Genesys Dean’s List of white papers, analyst reports, and eBooks. It’s not a surprise that omnichannel, journey-mapping, self-service IVR, and the future of CX were all highly graded (and popular) topics. Take a look:
At a time when technology is affecting how people go through life, it is also affecting the business of business. Technology is introducing new opportunities to improve customer relationships and ultimately the experiences we want them to have and share. In fact, as crazy as it sounds, with all the new technology, companies now have the opportunity to become more human and more relevant than ever before. Read more on transforming the digital customer experience in the Altimeter report by Brian Solis.
Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision? This survival guide can help you get all the answers. Download it today.
Customers engage with your company for a variety of reasons such as buying your product, onboarding, or getting support. Each of these is a journey which may involve multiple channels – website, call center, mobile devices or social media.
Customer Journey Management involves taking an outside-in approach from the customer’s perspective to improve customer experience (CX) for your most important customer’s journeys. Find out how to start mapping CX success in this eBook.
The annual Gartner Magic Quadrant Contact Center Infrastructure (CCI) report evaluates contact center vendors on their completeness of vision and ability to execute. For the seventh year in a row, Genesys is placed in the leaders quadrant. Read the Gartner Magic Quadrant CCI report and use it to choose the right contact center solution for your business.
The IVR Playbook: Your Guide to Choosing, Designing, Developing and Delivering and IVR Platform That Ensures A Great Customer Experience
To compete effectively, organizations often acknowledge they should implement a best-in-class IVR to deliver optimal customer experiences. However, for reasons that range from cost to a daunting IT project, many organizations relegate IVR to the back burner. Here are three areas an organization should review carefully when determining their IVR needs.
Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.
The debate over who owns social media — marketing or customer service — continues. While marketing took ownership early on to protect the brand, over time it has become clear that many customers prefer to engage with companies over social media for service related issues.
The biggest challenge for contact centers today is to see multi-channel customer interactions the same way customers do – as one conversation. Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touchpoints can develop a significant competitive advantage, reduce customer churn and increase profit.
Today’s perpetually connected consumer uses an ever-increasing range of touchpoints in order to discover, explore, buy, and engage with brands. This means that customer experience and executives must now shift their approach from optimizing individual touchpoints to identifying high-value cross-touchpoint tasks — and then designing touchpoints that support those tasks, rather than acting in isolation.
The Economist Intelligence Unit released a global study showing that C-suite-led CX initiatives can increase revenues and customer satisfaction while reducing costs. Conducted by the Economist Intelligence Unit, the research of 516 senior level executives in 21 countries explores the impact of customer experience efforts and leadership on business performance.
For decades IVR has been the front door to the enterprise. An effective IVR system can contribute significantly to a stellar customer service experience. However, many businesses have ignored these systems and have allowed them to slip into an antiquated state.
Find all our content including tip sheets, videos, and infographics on our contact center and customer experience resource center on Genesys.com.