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What a year for customer experience! In 2016, Genesys posted over 150 blogs on everything from customer engagement best practices, to contact center trends, to differentiating between multichannel and omnichannel, to optimizing agent happiness. As we ramp up for an exciting 2017, I wanted to highlight some of the content that was enjoyed by thousands of readers around the globe.  Subscribe to the Genesys blog – just to the right of the blog title – to receive weekly updates on our latest content.

Be on the lookout next week for part 2 of our top content of 2016 as we had so much, it couldn’t fit in just one blog!

From Switchboards to Omnichannel: The Evolution of the Contact Center

The evolution of the contact center has been an incredibly fast-paced development that has changed how we engage with brands, and continues to challenge companies to adapt and improve from being voice-centric, to adding digital channels, to becoming an omnichannel engagement center. Read more about the evolution of the contact center.

Lessons from Brexit on Contact Center Integration

After Brexit, some economists around the globe suggested a vote against Britain remaining in the union may have a negative impact on finances both in Britain and the European Union. Politics aside, we can see parallels with the financial benefits of native integration of critical contact center capabilities into your customer experience platform. Find out what what the benefits of integration are. 

Bringing Engagement Back To Customer Relationship Management

As we began 2016, CEO Paul Segre shared his optimism about the omnichannel engagement center and gave insight into why he believes systems of engagement are poised to transform how the world’s foremost brands create great experiences. Read his blog on engagement and CRM.paul-s-gforce-blog

The Uberization of the Contact Center Workforce

Recent tech-driven innovation has spurred tremendous change across a broad range of entrenched industries from entertainment (Netflix) to transportation (Uber) and everything in between. This disruption is evidenced in a myriad of everyday interactions that we increasingly take for granted. The most significant paradigm shift currently underway is the “uberization” of the labor force. For contact center management, this trend poses an obvious question: will freelance agents soon become the norm? Get more employee engagement insights here.

3 Companies That Said Adiós To Their Legacy Contact Center

As contact centers evolve and businesses work to deliver great customer experiences (CX), they’re discovering a harsh reality: Their legacy contact center infrastructure from Avaya and other vendors simply cannot support the way customers want to communicate today. Find out why these three companies from three different regions said adiós to Avaya.

Value by the Numbers: Demonstrating the ROI of Omnichannel

What if you were told that by using an omnichannel engagement center you would see a return on investment (ROI) of 158% across your contact center operations?  Your first response most likely would be prove it, followed quickly with questions on how. Lisa Abbott, shares a few findings from Forrester’s Total Economic Impact study. Get the details on the study here.GenesysSocial-TEI-ROI 520x203

Building a Customer Experience-Driven Contact Center

According to the Temkin Group, if a customer sees an experience as “good,” there’s a 33% increase in spending. But when the experience is a negative one, there’s a 65% decrease in dollars spent. Clearly, negative experiences damage your brand—and your bottom line. So, if ever there were a time for urgent, swift change, it’s now. Read this blog to learn a few key takeaways that will help jumpstart your CX initiative.

5 Ways to Stop Losing Customers to Long Hold Times

There are few things that customers dislike more than having to wait on hold. Besides being subjected to the irritating music and repetitive messages, it’s wasted time that is never regained. With the customer experience more important than ever, underestimating the impact of hold times can be a very costly mistake. Learn five strategies to decrease the average customer hold time.

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Understanding the 2016 Gartner Contact Center Infrastructure Magic Quadrant

The Gartner 2016 Magic Quadrant for Contact Center Infrastructure (CCI) is a top industry source for gaining a sound perspective when evaluation contact center solutions. Genesys was recognized as a Leader for the eighth consecutive year, and it is the eighth time Genesys has been positioned furthest in Completeness of Vision among Leaders. Find out more in the blog on the MQ. 

The Future of Customer Care, Part 2: Leveraging the Next Gen of Virtual Assistants

Continuing our discussion on The Future of Customer Care, Virtual assistants (VAs), an emerging technology that will no doubt affect multiple industries, was featured in the Forrester report Plan Now for Customer Service in 2021. Propelled by both increasing expectations for quick, effortless service and advancements in artificial intelligence, VAs will play a vital role in the future of customer care. With improvements in speech recognition, natural language understanding, and machine learning, many new applications for VAs are just around the corner. Find out more on the future of customer care in part 1 and 2 of the blog. 

Rachael Royds

Rachael Royds

As Director of Social Media Marketing at Genesys, Rachael leads the Genesys social media strategy globally for marketing, corporate communications, and employee advocacy. Rachael brings over 10 years of experience in B2B, B2C, and non-profit marketing. She previously held marketing...