Articles - Genesys

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

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Social Media and Customer Service: Which Network is Best?
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20 Customer Experience Management Tools and How They Can Help (CEM)
30 Customer Experience Trends to Watch Out For
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Everything You Need to Know About Customer Journey Analytics
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What to Look for in WFM Software
Speech Analytics Vendors
How Will GDPR Affect the Call Centre Industry?
Diversity Inclusion And Equality Concept
Case Study: Refuge Saves 75 Hours Per Week in Agent’s Time With Genesys
15 Things You Can Learn From Tesco Bank’s Contact Centre
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How Call Analytics Can Improve the Contact Centre
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Recorded Webinar: How to Simplify Customer Journeys
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17 Signs Your Contact Centre Technology Is Ageing Badly
What’s Next With… Forecasting Technology?
How to Improve Call Routing
The Top 25 Contact Centre Technology – 2011
Call Centre Agents
Case Study: Hexaware Achieves 60% Call Automation With Genesys
Contact Centre Metrics: Are You Measuring the Right Things?
Digital Banking and Financial Technology Concept
Case Study: NatWest Group Transforms CX With Genesys
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Speech Analytics Meets AI – A New Era in Quality Management 
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Case Study: O.phon Boosts Response Times by 64% with Genesys
50% of Contact Centres Multi-Skill “Nearly All” of Their Agents
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Data Security in the Cloud: Protecting Your Contact Centre
Podcast: How can you boost First Contact Resolution in your 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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