Climb Every Digital Customer Service Mountain In Rodgers and Hammerstein's classic musical, The Sound of Music, the tune "Climb Ev'ry Mountain" is sung as Maria seeks more direction and purpose... May 10, 2016 By Genesys
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
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 Charlie 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
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