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The Definitive List of 29 Call Centre Metrics and KPIs

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26/06/2024

Understanding Your Role in the EU AI Act and DORA Compliance

The European Union’s ambitious Digital Strategy aims to address some of the most pressing business challenges today, including...

Mario Tavares Moyron

19/04/2024

Combine Social Media and CX to Listen and Respond to Customers

Social media is a powerful tool for connecting people across the globe. Now more than ever, consumers are reaching out to...

Olivier Jouve

12/01/2024

Prepare for Tomorrow: Contact Centre Technology Decisions to Make Today

Business and tech trends are dynamic. Some accelerate while others lose value as more innovative solutions emerge. To make the...

Jason Alley

06/12/2023

5 Customer Experience Transformation Tactics to Use Now

Seeing beyond current customer and employee experience trends to those emerging on the horizon will give you a competitive...

Ginger Conlon

13/11/2023

AI in Customer Experience Is All About Frontline Employees

“Is AI going to take over the work we’re doing in the contact center?” Brad Cleveland, Founding Partner and Senior...

Ginger Conlon

09/10/2023

Insurance Relationships: Rethink and Revitalise

When consumers decide to purchase insurance policies online, they expect the process to be simple, intuitive and fast — just...

Manan Sagar

02/06/2023

5 Signs Your Contact Centre Data Is Disorganised

Contact centre leaders often face significant challenges in interpreting large volumes of customer data. While the data provides...

Peter Hornberger

12/05/2023

The Payoff of Personalised Customer Service

The two things consumers globally value most in a service interaction are a fast response and a first-contact resolution,...

Claire Beatty

01/02/2023

Top Customer Experience Stats to Know in 2023

The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys,...

Claire Beatty

05/12/2022

Breaking Through Cloud Contact Centre Migration Barriers

A few years ago, internal barriers to a cloud migration were as much about stakeholders’ fear of the unknown as they were about...

Nathalie Thompson

08/11/2022

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

30/08/2022

Genesys Recognised as a 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service Leader

The momentum continues. Genesys is proud to be named a 2022 Gartner® Magic Quadrant™ for Contact Centre as a Service...

Olivier Jouve

15/08/2022

How to Avoid a Cloud Contact Centre Migration Shipwreck

For 2,500 years, lighthouse beacons have served two purposes: to warn mariners of dangerous shallows and rocky coasts, and to...

Genesys

19/07/2022

5 Apps to Check Out for Better Retail CX

The COVID-19 pandemic has challenged and changed nearly every part of the retail industry. It has also shined a light...