Articles - Genesys

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

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What to Look for in WFM Software
14 Fresh Ideas from the Sky Contact Centre
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How to Reduce Hold Time in Your Contact Centre
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Preparing Your Contact Centre Workforce for the AI Revolution
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18 Great Ways to Improve Customer Service
Call Centre Agents
Case Study: Hexaware Achieves 60% Call Automation With Genesys
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Speech Analytics Meets AI – A New Era in Quality Management 
10 Great Ideas Delivered Straight From Superdry’s Contact Centre
Recorded Webinar: 20 Tips for Improving Average Handling Time (AHT)
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The Top Workforce Management WFM Solutions for 2023
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11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
The Contact Centre of 2020
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Recorded Webinar: 7 Key Ways to Lower Average Handling Time
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12 PAWesome Ideas From the ManyPets Contact Centre
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Artificial Intelligence in the Contact Centre: What You Should REALLY Know
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15 Scheduling Mistakes You Need to Avoid at All Cost
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What Not to Miss at Enterprise Connect 2025
Keith Gait
Podcast – Contact Centre Evolution: Where Are We Heading?
Top 10 Contact Centre Software and Technology 2016 – The Results
ovo-energy
14 Ideas We Learnt at OVO Energy’s Contact Centre
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How to Measure Chatbot Performance
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Podcast: How to Extract More Value From Your Contact Centre Quality programme
How Do I… Reduce Call Queuing Time?
Why Should Contact Centres Invest in Artificial Intelligence?

Latest Reports

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Report: The State of Customer Experience
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2025 Contact Centre Buyer’s Guide
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Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
 
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