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

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...

Denise Hamilton

May 21, 2020

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...

Denise Hamilton

October 22, 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...

Denise Hamilton

July 30, 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...

Denise Hamilton

July 17, 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...

Denise Hamilton

June 27, 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...

Denise Hamilton

May 20, 2019

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.