Articles - Genesys

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Top Tips for Improving Contact Centre Shrinkage
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Video: What Is WFM?
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New Study Finds CX Leaders Are Moving Beyond NPS
5 Ways to Use CRM Systems to Improve Customer Service
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New Genesys Report Finds That All Generations Are Ready for AI
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What is the Best Way to Handle a Complaint Through Social Media?
Recorded Webinar: Efficiency vs Effectiveness
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Bringing the Field and Mobile Worker into the Contact Centre
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29 Call Centre Metrics and KPIs
Training Your Staff to Be Effective at Live Chat
Call Centre Helper webinar on proactive customer service:How to do it well
Recorded Webinar: Proactive Customer Service – How to Do It Well
Workforce Optimization: 17 Ways to Improve Your Contact Centre Forecasts
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Artificial Intelligence in the Contact Centre: What You Should REALLY Know
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Genesys Recognizes Winners of 18th Annual Customer Innovation Awards
Why Do Different Agents Have Different Average Handle Times (AHT)?
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Dealing with Irate Customers
The Top 10 most respected Call Centre People – 2009
Recorded Webinar: 20 Tips for Improving Average Handling Time (AHT)
Outbound dialling using answer machine detection: banned or not?
John Casey
Podcast – WFM Tricks That Will Get You Through Busy Periods
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
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Recorded Webinar: How to Simplify Customer Journeys
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Morgan Freeman Outranks Taylor Swift as Most Desired Chatbot
Top Tips for Back-Office WFM

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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