Category: Contact Center Industry

5 Steps to Align Contact Center KPIs with Customer Experience Strategies

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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 >

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

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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 >

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3 Customer Experience Strategies That Build Better Brand Loyalty

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There is no simple answer for what keeps customers coming back to a brand, but there are strategies and solutions businesses can use to create customer experiences that have a proven impact on loyalty. We are increasingly seeing the wave of customers expecting their experiences to be seamless across all channels, touchpoints and interactions to be bigger Read More >

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Customer Experience Q&A with Joseph Pine

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At last month’s G-Force in London, I sat down with keynote speaker and author Joseph Pine. We had a great opportunity to dig a little deeper into his book, The Experience Economy, and what it takes to deliver great customer experience today. Below is a Q&A recap of our conversation.   Q: Why do you Read More >

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Can Your Contact Center Use the Wisdom of a Guru?

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We all know of one or use one. Someone that is wise, extremely knowledgeable, reliable, and trustworthy… a Guru! Your guru could be the mechanic that works on your car or the accountant who does your taxes or the IT expert that fixes your computer. A Guru is a trusted advisor in which service is never compromised. Read More >

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What Gartner’s 2014 Contact Center Infrastructure Magic Quadrant Means for You

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Last week, Gartner released its 2014 Magic Quadrant for Contact Center Infrastructure (CCI). I am pleased to report that Gartner again placed Genesys in the leader quadrant.  This achievement marks our sixth consecutive year as a leader, and more importantly our fourth straight year as the most visionary company in the CCI space. Every year, Gartner Read More >

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Say Goodbye to Your ACD with a Cloud Contact Center

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There are some things that get better with age, like wine, cheese and some life stories. Unfortunately, automatic call distribution (ACD) systems do not make the list! Here are some of the biggest inconveniences your contact center will face when its on-site ACD unit begins to end of life: Rising Costs: ACDs need to be Read More >

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