Articles - Genesys

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Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'
Podcast: Is It Time to Rethink Your Call Centre Metrics?
Recorded Webinar: How to Make Your Agents More Productive
Recorded Webinar: How to Make Your Agents More Productive (2019)
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Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers
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3 Cures for the Side Effects of a Bad Customer Experience
The contact centre podcast cover art for Nick Drake Knight's discussion on 'contact centre coaching: How to sustain learning and make it fun!'
Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!
The contact centre podcast cover art for Martin Teasdale's discussion on 'How to extract more value from your contact centre quality programme'
Podcast: How to Extract More Value From Your Contact Centre Quality programme
The contact centre podcast cover art for Peter Massey's discussion on 'how can we increase customer engagement by doing less?'
Podcast: How can We Increase Customer Engagement by Doing Less
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UK Employees Want Protection From Workplace Bots
Call Centre Helper webinar on proactive customer service:How to do it well
Recorded Webinar: Proactive Customer Service – How to Do It Well
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The Rise of Customer Experience Cobots
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When Policies Don’t Work: How One Advisor Saved the Day
14 Practical Techniques to Improve Knowledge Management
Lowell Move to a Cloud Contact Centre Platform
The Power of Empathy: How 18 Minutes Changed a Life
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Customer Loyalty and Why You Should Give a Damn About a Bad Reputation
Podcast: Channel Shift: How can we safely move customers from one channel to another?
How to Measure the Performance of Your Bots
Podcast: How can we improve customer journeys to create happy customers?
What Call Centres Should Do to Prepare for a Recession
Podcast: Contact Centre AI: What are your options?
5 Ways to Use CRM Systems to Improve Customer Service
Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts
Podcast: How can you boost First Contact Resolution in your contact centre?
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How to Reduce Hold Time in Your Contact Centre

Latest Reports

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Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
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2024 Contact Centre Buyer’s Guide
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eBook: Five Trendsetters in CX Innovation
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Report: Customer Experience Horizons
 
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