Genesys Self-Service Doesn’t Replace Your Agents… It Empowers Them
Jim Wessel
December 19, 2018
Now that customers are relying more and more on self-service, artificial intelligence is playing a major role in contact centers. Customers want the quickest, easiest solutions to their problems, so they often prefer to take care of things themselves. The Genesys self-service dashboard is designed …
7 Ways to Prevent Contact Center Losses
Eric Entzeroth
December 19, 2018
In a typical contact center, up to 10% of call recordings could be missing. There is no single reason why a call recording is lost, but when it does it can jeopardize agent performance and, even worse, customer relationships – not to mention quality and …