Natalia Abad

Product Marketing Management Manager

Industrial Designer - Master in Design Management with 10 years of experience in digital projects and the implementation of UX and UI. Natalia is a Product Marketing Management Manager at Genesys, working with the Product Marketing team in Workforce Engagement Management, has experience in digital marketing strategy, management of multidisciplinary and multicultural teams, and project and client management.

Posts By Natalia Abad

23/12/2024

Quality Intelligence: Redefining the Future of Contact Centre Quality Management

In today’s digital age, contact centres are at the forefront of customer experience (CX) innovation, leveraging the power of...

13/10/2024

4 Benefits of Modern Contact Centre Workforce Management Software

In the digital age, workforce management (WFM) has become a pivotal piece of business success, particularly in the contact...

23/08/2024

How AI-Powered Tools Revolutionise Workforce Management

In the rapidly evolving world of workforce management (WFM), AI-driven technologies are transforming operations, paving the way...

13/11/2021

Using Call Centre Metrics for Quality Assurance

Most call centres collect the same metrics, which is necessary because everyone wants to serve customers faster and...

16/05/2021

Support Compliance in Your Contact Centre with Interaction Recording

For many companies, quality and compliance are two items they need to check off on their list of requirements. For contact...

01/03/2021

Adapting to 2021 with Workforce Engagement Management Tools

Let’s face it: 2020 shifted the paradigm of how we work. It forced companies to quickly adapt to new methodologies, often...

19/01/2021

Driving Workforce Engagement in the Cloud and On-Premises

The work culture is changing. Now, workforce engagement — and the employee experience — both play large roles in delivering...

13/09/2020

Best Practices for Voice Transcriptions in the Contact Centre

Voice transcription forms the basis for analysing interactions. It allows managers to review the content of calls, enables...