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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 …
Genesys Predictive Routing = The Perfect Customer + Agent Match
While queue-based or skill-based routing relies on static decision-tree logic, Genesys Predictive Routing uses historical data and AI capabilities to automatically match …
Confronting the 160% Increase in Contact Center Fraud
Research shows that contact center fraud has increased 113% from 2015 to 2016, then 160% from 2015 to 2017, based on analyzed …
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 …
How Genesys Omnichannel Communication Is Revolutionizing Your Contact Center
In today’s world that is ruled by constantly changing technology, it’s hard to keep up with the best ways to communicate with …
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. …