Articles - Genesys

Discover and explore our Genesys content collection, including articles, blogs, news stories, case studies, resources and more.

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How to Predict Call Abandon Rates Based on Service Level
What Is an Acceptable Call Centre Waiting Time?
8 Ways to Improve Chatbots and Boost Customer Satisfaction
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
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14 Ideas for Providing a Memorable Customer Experience
The top 10 contact centre technology award 2019 winners podium
Top 10 Contact Centre Software and Technology
Top Tips for Improving Contact Centre Shrinkage
A collection of educational materials
An Introduction to Call Centre Knowledge Base Software
20 Predictions for the Contact Centre of the Future
What Is the Best Way to Measure First Contact Resolution?
Partnership and working together concept with group of wooden people stacked
Scorebuddy and Genesys Accelerate Growing Partnership
Next-Gen WFM: What Is Coming Down the Line?
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17 Resource Planning Tools and Techniques You Should Know
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Recorded Webinar: 10 Ways to Improve Employee Engagement
Kim Ellis
Podcast – The Essential Customer Service Skills and How to Develop Them
Answer Machine Detection
How Do I… Manage and Schedule Multi-Skilled Agents?
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Case Study: Fanatics Reduces AHT by 13% With Genesys
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The Top Workforce Management WFM Solutions for 2023
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Workforce Management vs Workforce Optimization – What’s the Difference?
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Video: What Is the Difference Between WFM, WFO and WEM?
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Dealing with Irate Customers
Robot Balancing Stacked Coins With Finger On Wooden Seesaw Against Blue Background
How to Manage AI Costs in the Contact Centre
What to look for when buying – A Workforce Optimisation Solution

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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