Just unboxed that new solution for your call center? Fantastic, but who are your agents? What is their experience and skill set? If your call center is run like a sweatshop staffed by agents with little experience and training, you will likely have a call center with an exceptionally high turn over rate and less […]
We all know the feeling of being overwhelmed by having too many passwords. In Joan’s call 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 security code. It can all get quite frustrating and sometimes […]
Now that customers are relying more and more on self-service, artificial intelligence is playing a major role in call 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 to offer your customers more options to take action without […]
Overcoming the Challenges of an Omnichannel Call Center When you’re managing an Omnichannel call 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, but then decides to switch to SMS – you […]
According to the New York Times, nearly 50% of American employees said they spent at least some time working remote in 2016. That means companies need to start implementing remote work policies or finding specific ways to manage their remote workers in a way that fosters motivation and productivity. However, when you’re implementing Genesys for […]
Are you tired of having the wrong agents working at specific times or being short-staffed when you call center is experiencing the highest volume of calls? Scheduling problems in a call center can destroy the customer experience and be detrimental to the entire workforce management process. That’s why it’s important to keep your agents’ schedule […]
Artificial Intelligence has made a significant impact on almost all businesses in today’s technological world. AI allows users to self-service to get their needs met instantly. Patients can schedule their doctor’s appointments in seconds, restaurant patrons can make reservations at any time, couples can order their date night meals right to their door with the […]
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 achieve them, taking into account the new IT platform. With […]
When implementing your new Genesys platform within your company, everything changes. You’ve made the investment to delight customers and workers alike, however the technology is only the tool that’s used to meet your new customer experience objectives. What really changes are the business processes that will leverage the technology and transform your service levels. All […]