Customer Engagement

Implementation and the eFinancial Customer Experience Transformation

When leading direct-to-consumer life insurance provider eFinancial wanted to get an edge over the competition, it was time for a...

Expert Q&A: Genesys Cloud, Google Cloud and AI in the Contact Center

Contact centers are in the midst of a massive transition with artificial intelligence (AI) and cloud technologies. And...

Top 8 Challenges for Small- and Mid-Sized Contact Centers

No matter what business your contact center serves, your ultimate goal is to deliver a great customer experience. That means you...

Unveiling the Magic of Scalability in the Cloud

We’ve all played the game: You look at the sky and try to make meaning of the random shapes in the clouds. And yet, these...

Who Says You Can’t Go Home Again

I’ve been thinking about the best way to describe how long it’s been since I first began working at Genesys. It was before...

CX Heroes: A Year in Review

Most of the experiences you’ve had with customer service probably have been unremarkable. But, every once in a while, you have...

Don’t Struggle Through Cloud Call Center FOMO

FOMO — fear of missing out — can strike at any time, even in the call center. You’ve read the reports and case studies...

Foundational Routing: Applying Routing Best Practices

Modernizing your contact center routing requires some thought and planning. After you’ve gained an understanding of common...

Make a CRM System and Cloud the Heart and Soul of Customer Experience

If your contact center solution is the heart of your customer service at scale, your customer relationship management, or CRM,...

Call Center Recession Prep Starts at Underperforming Agents and Bots

The US unemployment rate dropped to 3.5% in September, which marks a 50-year low. And according to the Site Selection Group,...

Seasonal Demands Require Scalability and the Human Touch

When we talk about contact center scalability, we tend to focus on the automation of the underlying technology. However, the...

The Turkey Whisperer: Saving Thanksgiving One Call at a Time

For many, the holidays are a time of heightened stress. According to a survey by the American Psychological Association, 38% of...

Don’t Force Consumers Into the Twilight Shopping Zone

Advancements in technology that shift consumer expectations to faster, easier and more personalized service continue to rapidly...

Foundational Routing Practices: Clarifying Skill-Based Routing

Predictive techniques are enhancing routing in the contact center — when to reach out and what’s the optimum match between...

AI Ethics: One Year Later

The rise of artificial intelligence (AI) in the customer experience space was — and still is — raising new ethical questions...