Articles - Genesys

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

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Contact Centre Metrics: Are You Measuring the Right Things?
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What Not to Miss at CCW Berlin 2025
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20 Customer Experience Management Tools and How They Can Help (CEM)
5 Reasons for Contact Centre Employee Burnout
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Case Study: Nestlé Reduce IT Tickets by 83% With Genesys
Customer journey analysis
What Is Customer Journey Analysis?
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Four Strategies to Transform Retail Customer Service
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What to look for when buying… a Speech Analytics Solution
Top 10 Contact Centre Software and Technology 2017 – The Results
14 Steps to Web Chat Success
How to deal with poor service on other channels
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The Transformation of Airline Customer Experience: The Rise of AI
Trade Secrets: Simple Ways to Improve Call Scripting
Outbound Customer Case Studies
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Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys
Webinar: Proven Techniques to Increase Customer Satisfaction webinar
Recorded Webinar: Proven Techniques to Increase Customer Satisfaction
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Genesys Introduces AI Across the Genesys Cloud Platform
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Case Study: Prvidr Cuts Average Speed of Answer by 50% With Genesys
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The Contact Centre Podcast: Catch-up with Every Episode So Far!
Partnership Concept
Genesys and Mitel Announce a Global Strategic Partnership
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Recorded Webinar: How to Knock 20 Seconds Off Your Average Handling Time
What Is a Simple Way to Ensure Customer Loyalty?
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Genesys Cloud Services
Photos from September 2017 Call Centre & Customer Services Summit

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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