Connecting Moments Between Brands and Customers

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...

Shaping the Employee Experience to Improve Customer Experience

In a world of online reviews, ratings and referrals, delivering an exceptional customer experience becomes the end goal for any...

Striking the right balance between live agents and self-service

What’s not to like about the idea of contact centre automation? After all, every daily task that takes five minutes costs over...

Don’t Struggle Through Cloud Call Centre FOMO

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

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

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

Connecting Customer Journeys

A study by Frost & Sullivan found over three-quarters of mid-sized European contact centres believed that connecting customer...

Mastering Customer Service Digitisation

Keeping up with always-connected customers is one of the biggest challenges going. They expect brilliant service, simple digital...

New tools to tackle employee engagement

Raising the bar on customer experience (CX) requires a specific set of enablers. While it’s easy to get consumed by strategy,...

Deliver world-class customer experiences with Genesys and Google Cloud’s Contact Centre AI

As companies integrate AI, automation, machine learning and voice recognition into a wider range of self-service options, the CX...

4 key concepts for customer analytics

Technology has a crucial role to play in creating seamless experiences between humans and machines, and in a more commercial...

‘Tis the Season to Be a Scalable Contact Centre

Remember when Black Friday was actually just on Friday? I do. And I remember my local supermarket setting up for purchase returns...

Serving customer’s emotional needs

We all like to think our buying decisions are totally rational. Yet, according to Professor Gerald Zaltman of Harvard, 95% of...

4 Guidelines to Ease Your On-Premises to Cloud Journey

There’s a clear advantage to moving your customer experience ecosystem to the cloud. For traditional on-premises customers,...

4 Features Your Cloud 2.0 Platform Needs for Next-Generation CX

4 Features for Next-Generation CX: Introducing Cloud 2.0 When the first cloud solutions emerged around a decade ago, they had...

The future of the contact centre: evolution or revolution?

There are already countless commentary pieces offering technology predictions—the growing use of chatbots and AI, connected...