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Articles - Genesys

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Top 20 Examples of Rapport Building Statements

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Gartner Releases Magic Quadrant for CCaaS 2024

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32 Call Centre KPIs That You Need to Track (And Why!)

Next-Gen WFM: What Is Coming Down the Line?

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20 Contact Centre Objectives

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26 Great Techniques for Showing Real Empathy in Customer Service

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What Tech Should You Buy Next? Here’s How to Choose

2023 Magic Quadrant for Contact Centre as a Service ( CCaaS)

Gartner Magic Quadrant for CCaaS 2023

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14 Best Practices for Maximizing Your Service Level

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Evolution of CCaaS – What’s Next?

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An Introduction to Call Centre Knowledge Base Software

10 Best Practices to Improve Customer Service Live Chat

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Supercharge Your Customer Service – From Average to Excellent

21 Great Ways to Personalise Your Customer Interactions

How to Predict Call Abandon Rates Based on Service Level

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An Introduction to… Post-Call Surveys

What Is an Acceptable Call Centre Waiting Time?

How Do I… Manage and Schedule Multi-Skilled Agents?

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17 Resource Planning Tools and Techniques You Should Know

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Workforce Impact and the Future of AI in Financial Services

What Is the Best Way to Measure First Contact Resolution?

8 Ways to Improve Chatbots and Boost Customer Satisfaction

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Top CCaaS Vendors for 2024

14 Ideas for Providing a Memorable Customer Experience

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