The Definitive List of 29 Call Centre Metrics and KPIs

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The One Truth in Customer Experience Is the Experience Itself

Companies often are organised in such a way that they create silos. Silos in data, operations, management, vision, and...

Charlie Godfrey

21/11/2023

Behind the AI Hype: Dispelling 10 Contact Centre Misconceptions

More than three-quarters of senior business leaders agree that artificial intelligence (AI) will be a critical part of their...

Ginger Conlon

19/11/2023

Harnessing the Value of Customer Loyalty and Retention

A bad customer experience is more than frustrating. For some consumers, just one bad experience — a dropped call, dead-end bot...

Zaheer Gilani

16/11/2023

3 Ways to Transform the Insurance Customer Experience

The insurance industry’s current messaging to consumers focuses on price. Along with that is an attempt to pivot toward...

Manan Sagar

16/11/2023

AI in Customer Experience Is All About Frontline Employees

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

Ginger Conlon

12/11/2023

Frost & Sullivan Recognises Genesys as a Leader in Workforce Optimisation

In a complex and dynamic world, people desire to be heard, seen and understood — and that includes your contact centre...

Merijn te Booij

29/10/2023

Back to Basics: Contact Centre Dashboards

Data down to the decimal. It’s what many of us expect when we drive a car. Modern dashboard displays provide all kinds of...

Ricardo Solano

26/10/2023

Do’s and Don’ts of a Cloud Contact Centre Migration

Revolutionising how businesses operate and serve their customers, cloud computing arguably stands as the most significant...

Allan Shields

24/10/2023

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

08/10/2023

Meet Customers Where They Are with Asynchronous Messaging

Digital channels are overtaking voice in the contact centre as consumers seek speed and efficiency in their service...

Cristina Vargas

04/10/2023

3 Ways to Exceed Customer Expectations in Banking

In the banking industry, product differentiation is exceptionally difficult. And customer experience is where financial services...

David Porter

20/09/2023

Modernise the Contact Centre Back Office with Automation and Task Routing

Consumers expect more from businesses than ever before — and many organisations are struggling to keep pace. Eighty-six...

Ricardo Solano

12/09/2023

Diagnosing the Empathy Gap in Healthcare Patient Experiences

Delivering exceptional healthcare encompasses more than what happens in the examination room. Modern healthcare providers are...

Mark Stanley

12/09/2023

When You Should Be Anti-Self-Service in Customer Service

With the rapid growth in AI and bots, self-service applications are improving a company’s ability to understand and classify...

Charlie Godfrey

10/09/2023

Modern Contact Centre AI: The Power and Possibility

Judging by recent AI news, generative AI is the only form of AI that matters — and it’s the only one that’s relevant for...

Jane Hendricks

30/08/2023

Genesys Cloud

Every year, Genesys^® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.