Genesys Self-Service Doesn’t Replace Your Agents… It Empowers Them
Jim Wessel
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, …
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 …
5 Benefits of Leveraging AI for Genesys
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 …
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 …
Buying Genesys? Training Will Be Your Biggest Challenge
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 …