AI and Machine Learning

February 8, 2023

How to Avoid Common Contact Center Compliance Missteps

Regulatory compliance is a top priority for call center managers and supervisors. But keeping up with ever-changing standards...

Genesys

February 7, 2023

Banking and Bots: The Top Challenges of Self-Service in Financial Services

Years ago, any banks that deployed bots did so with caution. Then, bots typically were given a very narrow set of tasks. And...

Gordon Sexton

January 31, 2023

4 Challenges of Running Outdated Contact Center Technology

The quality of your customer relationships and their experiences define your success. Time-strapped customers want personalized,...

Vijay Kumar

January 23, 2023

Now Accepting Nominations: 2023 Genesys Customer Innovation Awards

In today’s competitive business climate, what sets organizations apart is not only the customer experience (CX) they provide,...

Angela Santarossa

January 18, 2023

Back to Basics: Customer Service

It’s a new year and many of us yearn for a “new normal” as we strive to put the COVID-19 pandemic behind us. While many...

Derek Smith

January 11, 2023

4 Ways to Truly Personalize the Customer Experience in Banking

Banking products often are strikingly similar from one bank to another. While one bank might offer a slightly different rate on...

David Porter

December 22, 2022

Power Differentiated CX with Genesys and Google Cloud AI

Customer demands are evolving and contact centers are challenged to keep up. Customers want to engage with companies in the...

Travis Coleman

December 20, 2022

CX Employee Retention Is the Gift That Keeps Giving

For decades, contact centers have been environments of high staff turnover. Employees were expected to churn, and managers...

Ginger Conlon

December 15, 2022

Use Data to Blend Online and In-Store Shopping Journeys

With a friend’s wedding fast approaching, Olivia visits the website of her favorite clothing retailer and spots a dress...

Camille Popplewell

December 12, 2022

Combining Knowledge, Bots and Humans to Enhance Self-Service

Artificial intelligence (AI) can’t solve 100% of your customers’ problems — at least not yet. And while contact center...

Mitch Mason

December 12, 2022

5 Customer Experience Predictions for 2023

This year has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a...

Olivier Jouve

November 21, 2022

4 Ways Contact Centers Can Thrive Amid Economic Uncertainty

As economic uncertainty continues, contact centers must prepare for what’s next — even if they’re not sure what that...

Leslie Paterson

November 16, 2022

Optimize Your CX Employee Resource Stack

Customers who contact a brand to get information or resolve an issue want deep expertise and fast service. But it can be...

Merijn te Booij

November 1, 2022

CX Transformation Reading List for 2023

According to a recent Genesys report, Customer Experience and the Future of Work, customer experience (CX) will require more...

Jill Hundley

October 25, 2022

5 Surprising Ways to Improve Contact Center Performance

When it comes to delivering an outstanding customer experience (CX), the table stakes are obvious: robust technologies, detailed...

Ginger Conlon