The Definitive List of 29 Call Centre Metrics and KPIs

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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

Genesys and Scuderia Ferrari: Innovation, Teamwork and Performance

Scuderia Ferrari and Genesys share a drive and passion for innovation, teamwork and performance. Both companies know the...

Jill Hundley

21/08/2023

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

15/08/2023

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

I’m incredibly honoured to share two important industry recognitions that Genesys has received this week from Gartner. ...

Olivier Jouve

09/08/2023

Customer Experience Management Challenges and Opportunities for Digital-Native Organisations

If you’re just playing catch-up with your customer service, your brand will likely fall behind. Make omnichannel customer...

Genesys

01/08/2023

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

23/07/2023

7 Security Promises Your Contact Centre Vendor Should Keep

Customers share valuable data with your business every day, including names, phone numbers, addresses, payment information and...

Genesys

18/07/2023

Bringing Generative AI Automation to the Contact Centre

As the prominence of ChatGPT rises, companies are increasingly integrating it into their customer experience initiatives....

Andy Pandharikar

12/07/2023

5 Customer Experience Priorities That Boost the Bottom Line

There’s no mistaking the impact customer experience (CX) has on business: 86% of consumers worldwide say a company is only as...

Ginger Conlon

06/07/2023

Delivering Value, Performance and Equality in a Call Centre

Experts expect eye disorders to double between today and 2050 — leaving almost nine million Americans blind or visually...

Kyle Johnson

01/07/2023

Announcing the Winners of the 2023 Genesys Customer Innovation Awards

It’s been four long years since we had the opportunity to honor and celebrate our Customer Innovation Awards winners in person....

Angela Santarossa

28/06/2023

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.