Workforce Engagement

16/04/2025

Four Real-World AI Use Cases of Customer Experience Success

Top athletes work tirelessly to hone their craft. Even at the pinnacle of their careers, the process is constant. The same is...

Ginger Conlon

17/03/2025

How AI and Automation for Supervisors Can Boost Efficiency and Employee Performance

Supervisors are responsible for ensuring customer interactions align with business objectives, operational efficiency benchmarks,...

Anik Dey

13/03/2025

The State of Customer Experience: What Every CX Professional Needs to Know

Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are...

Greg Thomas

11/02/2025

AI-Driven Intelligence and the Evolving Supervisor Role

Contact centres are undergoing a massive transformation, integrating AI-driven insights to improve operations, enhance...

Herrick Mai

08/02/2025

Proving CX ROI: Linking Customer Experience to Business Value

Customer experience (CX) is undergoing a dramatic shift. Once viewed as a cost centre primarily focused on operational...

Ginger Conlon

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...

Natalia Abad

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...

Natalia Abad

01/10/2024

Speech Analytics Meets AI: A New Era in Quality Management 

Artificial intelligence (AI) continues its advance into every aspect of business operations, including speech analytics in...

Rakesh Tailor

25/09/2024

Back to Basics: Inbound Contact Centre Software

Delivering consistent, reliable and high-quality experiences in every channel your customers use to reach you is key to business...

Matthew Loebman

07/09/2024

AI Copilots: Boost Agent Performance and Maximise ROI

Empowering agents is crucial to maximising contact centre performance. Artificial intelligence (AI)-powered agent copilots are...

Guilherme Quelhos

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...

Natalia Abad

13/08/2024

Modernising the Employee Experience with an AI-Powered WEM Solution

Handling competitive pressure is nothing new, but excelling in today’s business landscape requires more than delivering an...

Rakesh Tailor

01/07/2024

Building Customer Loyalty with CX Cloud from Genesys and Salesforce

The need to continually evolve and optimise the customer experience (CX) has become the status quo. Organisations looking to...

Sam Rector

01/06/2024

Celebrating Our 2024 Customer Innovation Awards Winners

For 19 years, the Genesys Customer Innovation Awards have recognised and celebrated the remarkable accomplishments of our...

Angela Santarossa

30/05/2024

AI Transformation Can’t Happen Without Humans

Imagine this scenario: A customer calls wanting to return a product. The customer explains to Sue, the agent she’s speaking...

Zhecho Dobrev