Ricardo Solano

Employee Engagement Solutions Manager for Genesys in Latin America. Ricardo has more than 10 years of experience as a consultant in the customer service and service centers sector. He's committed to the customer experience and a faithful believer in the use of technology as a vehicle to generate wellness and a better quality of life for people.

Posts By Ricardo Solano

12/05/2024

Mastering Data Analytics for Customer Experience Excellence

Data analytics and experience orchestration are two distinct but related concepts that are increasingly important as businesses...

26/10/2023

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...

12/09/2023

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...

13/07/2021

3 Key Factors in the Journey to a Cloud Contact Centre

Cloud contact centre technologies are the path to moving most businesses forward. And situations like the COVID-19 pandemic have...

27/06/2021

Chart Your Path to a Cloud Contact Centre

The world is moving to digital. The question is: What are you doing about it? Over the past year, the COVID-19 pandemic has...