The Definitive List of 29 Call Centre Metrics and KPIs

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Taking a Step-by-Step Approach to a Cloud CX Evolution

Desmond Tutu once said “… there is only one way to eat an elephant: one bite at a time.” He meant that overwhelming and...

Guillaume Lardeux

23/05/2023

Drum Roll, Please: Announcing the 2023 Customer Innovation Awards Finalists

We’re thrilled to announce the finalists for the 2023 Genesys Customer Innovation Awards. With an outstanding number of quality...

Angela Santarossa

17/05/2023

Why It’s Time to Invest in Your Banking Customer Experience

Market swings are nothing new. However, today we see volatility all around us: supply chain challenges, spiking energy costs,...

David Porter

12/05/2023

Improve Outbound Call Centre Engagement to Build Customer Loyalty

Throughout their journeys, keeping customers well-informed and managing their expectations is key to delivering an exceptional...

John Tallarico

08/05/2023

The Future of Contact Centre Tech: Experience Orchestration

The speed of contact centre technology innovation is moving faster than a Ferrari at a Grand Prix. That’s why, during the...

Ginger Conlon

01/05/2023

Optimising Your Bot: An AI Love Story

Organisations have grown to love bots. And what’s not to love? Bots offer numerous benefits in the contact centre. Bots...

Rahul Garg

26/04/2023

5 Ways to Create Balance for Hybrid Work in Customer Service

“People make up your brand, so without an employee experience strategy, your customer experience strategy will be lacking,”...

Ginger Conlon

20/04/2023

Back to Basics: Contact Centre Workforce Optimisation

Eighty percent. That’s how high the attrition rate in contact centres has jumped since the COVID-19 pandemic — about twice...

Rakesh Tailor

14/04/2023

Eliminate Bad Experiences That Kill Customer Loyalty

Genesys new benchmarking report “The State of Customer Experience,” has the verdict on customer experience (CX) worldwide....

Claire Beatty

08/04/2023

5 Rules for Integrating Social Media in the Contact Centre

The use of digital channels, particularly social media, continues to surge. Social media is a potent and highly visible way to...

Anthony Romero

02/04/2023

Is Generative AI the Next CX Frontier? Three Considerations

In recent months, generative artificial intelligence (AI) has become a mainstream topic, thanks to the popularity of ChatGPT, a...

Brett Weigl

25/03/2023

Evolve CX with Customer Journey Mapping and Analytics

Consumers use countless digital channels to reach out to companies. And they expect simplicity and speed from customer service...

Ian Felder

19/03/2023

Genesys Message on Silicon Valley Bank News

With the news of the closure of Silicon Valley Bank and Signature Bank, and the unfolding situation with First Republic Bank and...

Brian Swartz

13/03/2023

3 New Genesys Cloud CX Satellite Regions Enhance Voice Quality

In today’s hyperconnected business landscape, it’s essential for multinational organisations to have a strong global presence...

Olivier Jouve

09/03/2023

Back to Basics: Contact Centre Automation

Customer experience is more complex than ever. Companies must delight savvy consumers who communicate across a growing number of...

Huiyan Wong

01/03/2023

Genesys Cloud CX

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.