Denise Hamilton

5 Ways to Build Resiliency and Keep Your Contact Center Running Smoothly

Resilience means more than using risk management strategies to identify, assess and control threats. Resiliency takes a holistic...

Putting the Pieces Together: Customer Journey, Experience and Data

Last month, two Genesys experts on customer experience, Joe Ciuffo and Tim Friebel, were featured panelists at CX Week...

5 Ways to Use CRM Systems to Improve Customer Service

CRM systems enable companies to manage relationships and interactions with customers and clients — and serve them more...

7 Ways to Get More From Omnichannel Customer Service

As the number of customer engagement channels grows, providing optimal customer service becomes more likely — and more...

Five Ways to Improve Customer Satisfaction in a Call Center

Customers view your business as a single person. They expect that if they contacted the call center yesterday, you’d know all...

Conversational IVR for Intuitive Customer Self-Service

Self-service is often the front door that customers go through when they want to engage with your business. But how those...