It’s Time To Improve Your Genesys Reporting
Eric Entzeroth
With the rise of big data, you have the ability to collect tons of information about how your contact center is performing. However, we also know that sometimes all that data can be overwhelming and difficult to make sense of. Genesys offers extensive data analysis …
7 Ways to Prevent Contact Center Losses
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 …
Creating the Optimal Agent Desktop with Genesys WDE
Overcoming the Challenges of an Omnichannel Contact Center When you’re managing an Omnichannel contact center, you run the risk of getting lost in all the different messages coming from the various communication channels. Let’s say a customer starts contacting one of your agents by phone, …
How To Best Support Your Remote Workers When You Implement Genesys
According to the New York Times, nearly 50% of American employees said they spent at least some time working remote in 2016. Today, as businesses are facing inherent challenges brought about by the pandemic, many are forced to shift their entire workforce to remote work. …
5 Tips for Successful Agent Scheduling With Genesys
Are you tired of having the wrong agents working at specific times or being short-staffed when you contact center is experiencing the highest volume of calls? Scheduling problems in a contact center can destroy the customer experience and be detrimental to the entire workforce management …
Get Your Failing Genesys Project Back On the Track to Success
We all know the signs of a failed IT project – endless excuses, delays, complaints – the list goes on and on… If this sounds like your Genesys implementation project, you may need rescuing. The first step is admitting failure, but then you need to …
The Perfect Balance Between Business And Technical Consulting For Your Genesys Implementation
When you’re implementing a new IT platform for your business, you need to focus primarily on technology, right? Wrong. Even though your platform involves a technological evolution, you’ll also need business consultants to help you gain a deeper understanding of your objectives and how to …
Introducing ControlCX™: The Building Blocks for a Flawless Genesys Implementation
Project management is a key element of any Genesys implementation process, as every company sets out with the goal of developing, planning, and delivering their project on time and on budget. Unfortunately, a study by ZD net found that 2/3 of all IT projects fail. …
5 Biggest Pitfalls to Avoid in Your Contact Center Digital Transformation
A Digital Transformation is much more than adopting a new software or platform. It’s about adapting your entire organization’s business processes to leverage new technologies and keep up with customers’ demands. Too many Digital Transformations look to take existing business processes and simply recreate them …