Workload Management

Understand the ROI: Improving Agent Handling Time

When considering any new contact center solution, it’s important to evaluate the potential return on investment (ROI), as well as specific...

Apr 19, 2016 By Genesys

Workload Management – Design Business Processes Around People

When it comes to looking inside a company's business operations, it’s a common to see the obvious missing link between the people and technologies...

Feb 24, 2015 By Genesys

Connect the Customer Journey with Enterprise Workload Management

Businesses all over the world are becoming increasingly aware of the importance of their customer-facing processes - from the front office to the...

Sep 26, 2014 By Genesys

Agent WFM Function routing back office-blonde woman

Turn Your Agents into Superheroes with Workforce Optimization

Imagine all of your contact center agents posses superpowers and every customer that contacts your organization has their problems instantly...

Aug 4, 2014 By Stefan Captijn

Breaking Bad – Who Has the Power in Your Customer Relationships?

Customer service has a dark side and we as consumers have all experienced that darkness from time to time. In the television show Breaking Bad, the...

Nov 11, 2013 By Dudley Larus

Hey IT Leaders! Save Resource Cycles AND Make Business Execs Happy

Many companies struggle with the challenge of balancing the business desire to implement changes quickly and the related IT change control processes...

Oct 16, 2013 By Charles Godfrey

2 Reasons Why Traditional Quality Monitoring Doesn’t Work

We’ve all heard the message “This call may be monitored for quality purposes…” when calling into a contact center. The reality is that your...

Oct 4, 2013 By Genesys

ABOUT GENESYS

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

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