The Definitive List of 29 Call Centre Metrics and KPIs

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AI Ushers in a New Era for the Agent Experience

Organisations have long been using artificial intelligence (AI) to improve the experience for frontline agents who provide...

Ginger Conlon

10/04/2024

CX Leaders: Now Is the Time to Adapt and Embrace AI

Experience transformation: Moving continuously toward more personalised, empathetic interactions for customers and employees....

Ginger Conlon

06/04/2024

Fresh Angles on AI, Data and Personalisation in CX

The theme of Enterprise Connect 2024 centred around maintaining momentum in customer experience (CX) transformation. And...

Ginger Conlon

03/04/2024

Transform CX and EX with AI-Powered Experience Orchestration

The entrance of digitally savvy younger generations into the workforce is quickly reshaping today’s customer experience (CX)...

Brett Weigl

02/04/2024

Announcing the 2024 Genesys Customer Innovation Awards Finalists

Innovation is the cornerstone of progress, driving us all forward and reshaping the landscape of customer and employee...

Angela Santarossa

01/04/2024

Life Extension Keeps Customers at the Heart of CX Innovation

For over 40 years, health and wellness company Life Extension has put customer and employee centricity at the forefront of its...

Ginger Conlon

28/03/2024

Web Messaging Creates Empathetic Conversations at Rabobank

It’s a common misconception that digital technologies make customer interactions more efficient and less personal. But by using...

Claire Beatty

24/03/2024

Using Real-Time Analytics to Create Fluent Customer Interactions

Artificial intelligence (AI) tools have become ubiquitous in all parts of our lives — and they’re continually improving to...

Elcenora Martinez

14/03/2024

Accelerating the Future of Experience as a Service

Business today moves at the speed of AI. It’s a rapidly evolving technology that’s transforming industries, unlocking new...

Tony Bates

13/03/2024

Voice of the Customer: Build Loyalty One Touchpoint at a Time

I bought shoes based on a LinkedIn post. A customer was raving about how excited he was to get his new running shoes only to end...

Lauren Miller

07/03/2024

Combine Social Media and CX to Listen and Respond to Customers

Social media is a powerful tool for connecting people across the globe. Now more than ever, consumers are reaching out to...

Olivier Jouve

29/02/2024

5 Ways a Better Employee Experience Boosts CX

Despite the growth in digital channels for service interactions, voice is still consumers’ preferred touchpoint — closely...

Ginger Conlon

25/02/2024

Customer Service Primer: Contact Centre CRM Systems

Managing customer relationships has never been more critical for contact centres at the front line of customer service. Failure...

Genesys

21/02/2024

CX Is Still at the Tip of the Conversational AI Iceberg

In 2022, it was estimated that conversational AI would reduce labor costs by $80 billion. When ChatGPT became available, the...

Jane Hendricks

20/02/2024

Preparing Your Contact Centre Workforce for the AI Revolution

Listen to almost anyone talk about artificial intelligence (AI), and you’ll likely hear one or two — or 50 — cries of fear...

Merijn te Booij

18/02/2024

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.