Articles - Genesys

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Recorded Webinar: Omnichannel – Joining up the Customer Experience
Recorded Webinar: Building A Culture Of Continuous Improvement
10 Contact Centre Technology Predictions for 2017
13 Mistakes to Avoid… Multichannel
47% of Contact Centres use Average Handling Time (AHT) to Target Agents
22 Ways Technology Can…. Exceed Customer Expectations
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Mistakes to Avoid… Call and Contact Routing
How Do I… Manage and Schedule Multi-Skilled Agents?
Recorded Webinar: Efficiency vs Effectiveness
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What’s Next With… Smarter Ways of Working?
Top 10 Contact Centre Software and Technology 2016 – The Results
Training Your Staff to Be Effective at Live Chat
13 Ways Technology Can… Reduce Agent Stress
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14 Ideas We Learnt at OVO Energy’s Contact Centre
16 Ideas You Can Try From Skipton Building Society’s Contact Centre
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How to Get Buy-In for… Workforce Management (WFM) Software
How Will Artificial Intelligence Change the Contact Centre Industry?
An Introduction to… Using Outbound Text Messages for Customer Service
Recorded Webinar :Building a Positive Culture in the Contact Centre
50% of Contact Centres Multi-Skill “Nearly All” of Their Agents
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Worst Mistakes to Avoid… Mapping the Customer Journey
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25 Ways Technology Can … Increase Agent Productivity
15 Things You Can Learn From Tesco Bank’s Contact Centre
How Do I… Reduce Call Queuing Time?

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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