Workforce Engagement

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

Cultivate High-Performing Contact Centre Agents with Modern Training

Contact centres used to be all about driving agents, supervisors and management through daily drills to reach goals and metrics....

Robert Beasley

24/02/2023

Back to Basics: Customer Service

It’s a new year and many of us yearn for a “new normal” as we strive to put the COVID-19 pandemic behind us. While many...

Derek Smith

06/02/2023

Now Accepting Nominations: 2023 Genesys Customer Innovation Awards

In today’s competitive business climate, what sets organisations apart is not only the customer experience (CX) they provide,...

Angela Santarossa

23/01/2023

Back to Basics: Workforce Engagement Management

The way we work is changing before our eyes. Millions of employees in the contact centre experienced the freedom and...

David Wasserman

06/01/2023

4 Ways Contact Centres Can Thrive Amid Economic Uncertainty

As economic uncertainty continues, contact centres must prepare for what’s next — even if they’re not sure what that...

Leslie Paterson

01/01/2023

5 Customer Experience Predictions for 2023

This year has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a...

Olivier Jouve

27/12/2022

The Great Rethink: It’s Time to Invest in Employee Retention

Burgeoning digital commerce. Changing customer and employee expectations. The rise of remote and hybrid working. We’ve seen...

Derek Smith

01/12/2022

Genesys Cloud

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.