Search Results for: contact centre management

Operational and Analytical CX: Know the Difference

It can be easy to think of customer experience programs as one homogenous aspiration for organisations, but with a little probing, what often emerges are two discrete types of programs: analytical, and operational CX. In both cases, CX professionals will...

Genesys Leads the way in Supporting Market Shift to the Cloud

Global leader in omnichannel CX and contact centre solutions Genesys has announced the creation of two business units, Genesys Cloud and Genesys Core. The firm, which is sponsoring the 2019 UK Customer Experience Awards, is enhancing support for its diverse, global customer base, which...

Genesys’ G-Summit Underway in Amsterdam

The G-Summit Europe event, hosted by global Customer Experience and contact centre solutions firm Genesys, is underway in Amsterdam. The three-day conference brings together CX professionals from across Europe to share the latest in technology solutions and good practice, and features...

AI Empowers CX Employees…but we’re Measuring the Wrong Things

At its best, science fiction taps into our contemporary anxieties to predict the fate of humanity. An episode of Doctor Who, for example, featured robotised mega-corporations, human irrelevance, and despair. The Doctor may be sci-fi fantasy, but the issues are...

Five Point Plan for Desirable Digital Experience

Today’s cloud-based contact centre solutions make it easier to deliver good customer service whatever the channel.  The real challenge is how to provide a Digital Experience that stands out from the crowd when there is so much noise and too...

Creating Winning Strategies With 2019 UK Digital Experience Awards Finalists

The following interview was originally published on MarTech Advisor, official partners of the 2019 UK Digital Experience Awards.   Research by Walker suggests that Customer Experience will overtake cost and product as the main differentiator for a brand by 2020. Thirty-four percent of companies,...

Three Vital CX Roles Played by Speech Analytics

Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need...

Revealed: Extent of ‘Ghosting’ in the Workplace

A new survey has revealed the extent of ‘ghosting’ by both employers and employees in the UK. The term refers to the practice of disappearing without contact, and was originally coined to describe dating experiences. However, according to findings from education...

Genesys Xperience19 Underway in Denver

Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event. The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort...

Moving to a Collaborative Unified Communications World: A Migration Strategy for Customer-facing Businesses

Organisations of all shapes and sizes are looking to migrate from traditional PBX telecoms platforms to unified communications (UC) environments, integrating their contact centre for greater collaboration. The market is growing robustly. A recent report by Global Market Insights estimated...