Denise Hamilton

Denise Hamilton is a senior writer at Genesys with more than 20 years of experience in enterprise technology communications. Prior to Genesys, Denise worked for VMWare, IBM, Sapient and for systems management and security firms as a senior writer, content strategist and web marketing consultant.

Posts By Denise Hamilton

May 21, 2020

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...

October 22, 2019

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...

July 30, 2019

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...

July 17, 2019

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...

June 27, 2019

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...

May 20, 2019

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...

December 12, 2018

10 Blogs From 2018 You Shouldn’t Miss

By 2020, 30% of all business-to-business companies will use artificial intelligence (AI) to augment at least one of their primary...