Category: Contact Center Routing

If You Build a Cloud Contact Center, They Will Come!


Recently I was watching the classic baseball movie, Field of Dreams – you know, where the farmer hears the voice from the cornfield say, “If you build it, he will come.” The famous quote made me think: if your company asked you to build a contact center from scratch what would you do? Now, wonder Read More >

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Workforce Optimization and Your Contact Center: Five Benefits of an Integrated Solution


Workforce Optimization (WFO) solutions come in all shapes and sizes. The majority of WFO solutions find their roots in the early days of call center evolution through basic call recording capabilities and further developing into quality management and coaching solutions. At the same time, Workforce Management (WFM) solutions have greatly automated the agent forecasting and Read More >

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Is Your Customer Experience a Strange Case of Dr. Jekyll and Mr. Hyde?


Strange Case of Dr. Jekyll and Mr. Hyde is the original title of a novella by the Scottish author Robert Louis Stevenson, published in 1886. The story is about a London lawyer named Gabriel John Utterson who investigates strange occurrences between his old friend, Dr. Henry Jekyll and the evil Edward Hyde. The book is commonly associated with Read More >

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


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

What now.

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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Do Your Contact Center Agents Have Mullets?

Fixing Your Agent Attrition Problem

So there I was, meeting with the VP of Customer Experience of a large telecommunications company to discuss the contact center challenges they were facing in delivering on their brand promise, when I’ll never forget what she said to me next: “Historically, we have optimized customer experience by our agents acting like MacGyver.” Flashback to Read More >

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3 Key Metrics That Really Matter In Your Contact Center


As long as I have been working in the contact center industry, I have been fascinated by the vast amounts of data, information, reports and KPI’s that are produced to help increase efficiency and effectiveness. My favorite part of visiting a contact center is to walk up to the “data wall” that pretty much every Read More >

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