Global Genesys web event with independent research firm on November 11 explores new metrics to provide better customer insight

SAN FRANCISCO — November 4, 2015 — Genesys (, the market leader in omnichannel customer experience (CX) and contact center solutions, will host a global webinar featuring Nemertes Research to explore new metrics to divulge deeper insight into the customer experience than the traditional CSAT insights.

The global webinar on November 11, entitled “Contact Center and Customer Experience Metrics that Matter,” will feature guest speakers Irwin Lazar, VP and Service Director, and research analyst Lisa Durant, both from Nemertes Research. They will be joined by Genesys customer experience experts Scott Kolman, VP Portfolio Marketing, and Stefan Captijn, Director of Product Marketing.

Nemertes will discuss how qualitative metrics such as relational or transactional Net Promoter Score (NPS) can help contact center leaders delve deeper into customer engagement to better understand the customer experience and contact center impact, across both traditional voice and digital channels.

While customer experience is increasingly becoming a business differentiator, many contact centers are still using antiquated metrics to measure CX performance. According to Nemertes data, for example, only 11.5% of organizations monitor social media channels while 91.7% of organizations still communicate “calls in queue” to their agents.

“Contact center metrics and practices still have not caught up with the digital age, and customer experience is still measured using antiquated statistics,” said Lisa Durant, Research Analyst at Nemertes. “In order to compete, organizations will need to take a closer look at new, qualitative metrics that provide deeper customer experience insights.”

The webinar will provide valuable insights , drawn from Nemertes benchmark data, about how adoption of deeper performance indicators can help organizations deliver a seamless omnichannel customer experience, driving optimal customer experience insights back to the contact center. Topics and perspective to be covered during the webinar will include:

  • New metrics that can measure and track customer experience and Customer Satisfaction Score (CSAT) beyond traditional voice metrics, such as first call resolution and average hold time
  • Real-world examples and best practices that can help improve CSAT
  • How to select the most effective contact center metrics

Click here to register for the webinar, which will be presented live for North America, Europe, Latin America and Asia-Pacific time zones.

About Genesys

Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at, call us at +1.888.436.3797 or engage with us on Twitter: @Genesys.

Media Contact

Chelsea D’Angelo/Alexis Malure
Group SJR for Genesys
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