Connecting Moments Between Brands and Customers

Tracking the Shift in Remote Contact Centre Workers Amid COVID-19

Until very recently, only 13% of contact centre agents worked remotely on a permanent basis. Now, in an environment shaped by the...

Business Continuity and Engagement in the Digital Age

The phrase “new normal” has been used a lot recently and it’s very apt. Our streets are deserted. Our work environment has...

How home working and artificial intelligence are redefining call centre agent training

Research by the CIPD predicts that automation and artificial intelligence will have a net upskilling effect on UK jobs, replacing...

Build a Sense of Community for Your Remote Workers

Given today’s context, many companies are adjusting to the idea of a remote workforce. Contact centres are no exception to this...

Winning together with workforce management

Today, as organisations confront the challenges of COVID-19, more agents than ever before are working remotely. Keeping them...

Virtual Agents and Humans Partner to Keep Citizens Healthy and Informed

My family and I moved from Europe to the US in 2017. We had already learned a lot about the similarities and differences between...

Win Over – and Keep – Prospects with Predictive Engagement

You’re a true digital marketing expert. You did an amazing job optimising your omnichannel campaign strategy – including SEO...

3 Ways 2020 Megatrends Will Impact Your Call Centre Agents

We talk a lot about the impact evolving technology has on business. But if the future of the call centre is about making customer...

Winter Innovations 2020 Heats Up Customer Experience and Cloud

If you’ve followed the growth and evolution of Genesys, you know that every six months we summarise innovations across the...

How to get the best from AI-powered engagements

The UK Customer Satisfaction Index has been heading south for the last five surveys, recently reaching its lowest level since...

Businesses Step Up to Deliver Critical Customer Support

Customer support has become more urgent than anything we’ve experienced in our 30 years of business. And the need is growing at...

Gartner Recognizes Genesys for Its Completeness of Vision in the 2020 WEM MQ

Today is a joyous occasion and an important milestone for Genesys. Gartner has named Genesys as a Visionary in the 2020 Gartner...

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...

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...

It’s a Multicloud World

Choosing the right cloud environment is as personal as the kind of mobile device you prefer or car you drive. That’s why...