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CX Transformation Primer: 7 Tips for Continued Success

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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

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

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

Technical Considerations of Moving from On-Premises to Cloud

To keep up with the pace of innovation and remain competitive, businesses across all sectors are moving to a cloud contact...

Kyle Kuntz

28/01/2024

Build Insurance Customer Loyalty with Employee Engagement

A policyholder named Jason had questions about the claim forms his insurance carrier asked him to fill out. He tried to use...

Manan Sagar

08/01/2024

Don’t Make Assumptions in Multigenerational CX Planning

Gartner defines customer personas as “archetypal representations of existing subsets of your customer base who share similar...

Robert Harris

08/01/2024

5 Customer Experience Transformation Tactics to Use Now

The mantra in sales is “Always be closing.” In customer experience it’s “Never stop innovating and optimising.” The...

Ginger Conlon

21/11/2023

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

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

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

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

2 Tactics to Improve Call Centre Agent Performance

Organisations globally are prioritising the employee experience to increase engagement and retention and, ultimately, enhance the...

Ginger Conlon

01/06/2023

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

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.