Customer Engagement

Putting Your Customers and Employees First During COVID-19

The COVID-19 pandemic is no doubt one of the most significant moments in our history. People across the globe are experiencing...

Securing Customer Data in a Cloud Contact Center

One of the most important elements of providing an excellent customer experience is safeguarding customer data in your contact...

Staying Safe — and Sane — in a Work-From-Home World

The orders to stay in and work from home, if you can, got me thinking: Working remotely is an accepted norm at Genesys. We’re a...

No Stone Unturned: Voice Interaction Analytics in the Contact Center

Calls between agents and clients can be a treasure trove of information. However, it takes some effort to extract the real value...

5 Contact Center Laws Debunked

Contact centers run on both spoken and unspoken rules. While perusing Ted Talks, I came across a fascinating session about the...

Build the Omnichannel Contact Center of Your Dreams

In the contact center business, you might dream of the perfect platform — one that’s designed from the ground-up to deliver...

Migrate Your Contact Center to the Cloud — Piece by Piece

The benefits of a cloud-based architecture over an on-premises one are easy to prove. Multiple companies in a range of...

Keep People at the Heart of Your Omnichannel Customer Experience

The modern contact center is becoming more diverse and complex as automation and artificial intelligence (AI) manage the low...

AI Ethics: The Conduit for Safer AI

You might be familiar with the phrase, “Data is the new oil.” You might even be familiar with the updated slogan, “If data...

4 Reasons to Move to an Integrated WEM Suite

Many companies find they need to resort to disparate systems from multiple vendors to achieve a holistic approach for workforce...

Bringing Empathy to the Tee

Now more than ever, the days of COVID-19 call for us to be kind to one another. This is one of those extraordinary times when, on...

From On-Premises to Cloud: The Evolution of Contact Centers

The move to a cloud contact center starts with foundational decisions on what matters most. Putting your customers first and...

AI Automation Makes Humans Cool Again

Artificial intelligence (AI) automation isn’t the end of the world as agents know it. In fact, the future is bright....

Treat Customer Experiences Like Friend Experiences

It’s 2020 and a new decade in how your customers want to engage. With their friends, they’ve grown accustomed to an easy,...

Lessons in the Magic of Personalization and Gamification

My wife and I just celebrated our 28th honeymoon. Continuing with our Dave Ramsey plan, we saved up for a four-day vacation to...