Harnessing the Right Talent to Accelerate Your CX Goals
Erik Delorey
In an increasingly complex and fast-paced IT environment, finding skilled resources to optimize the benefits of Customer Experience (CX) technology can be difficult. Developing the capability in-house can be even harder and take longer, and time is not on your side. Organizations must be agile, …
Accelerating Talent Acquisition for CX Technology
Trying to find, hire and retain top customer experience CX technology talent is difficult. Advances in technology, combined with the ‘Great Resignation’ mean resources are scarce and competition is super fierce. Traditional talent acquisition methods just aren’t effective in today’s job market. But there is …
Why Hunt for Talent When You Can Farm It Yourself?
Are you wasting time and money trying to find the best available talent when instead, you can build out a great team by farming it? The ‘Great Resignation’ has made it even more difficult to build technology teams capable of supporting the multiple products within …
Attract and Retain Better CX Talent with Optimizing Technology
Are your technology investments doing all they can to attract and retain the talent your contact center needs? ESG research indicates that nine out of ten organizations are on a digital transformation (DX) journey. It is important to remember that DX involves people, process, and …
Customized Genesys Training? Get What It Takes to Optimize Genesys Performance!
Jim Wessel
They play a role in making operations more seamless, bridging the gap between authorities, consumers and businesses. …
Customizing Genesys? Start with The End Game
If you are in the process of customizing the Genesys platform to suit the specific needs of your business, you are already on the road to delivering a seamless customer experience (CX). Congratulations. The investment in a CX platform along with the effort for implementation …
Man Maketh Tools. Not the Other Way Around.
Just unboxed that new solution for your contact center? Fantastic, but who are your agents? What is their experience and skill set? If your contact center is run like a sweatshop staffed by agents with little experience and training, you will likely have a contact …
Password Nightmares: Managing Contact Center Security without the Headache
We all know the feeling of being overwhelmed by having too many passwords. In Joan’s contact center alone she has to login to her desktop, email system, project management tool, time tracking system, in-office messenger, training portal… her office entrance is even protected by a …
Genesys Self-Service Doesn’t Replace Your Agents… It Empowers Them
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 …
Creating the Optimal Agent Desktop with Genesys WDE
Eric Entzeroth
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, …