It’s that time of year again: the first week of October is CX Day and Customer Service Week. For Genesys, as the leaders of the technology revolution that puts customers and services reps at the forefront, we celebrate customer and employee experiences 24/7, all year long.

But this year is different. Set amidst a global pandemic, and social and political unrest, 2020 will serve as a year we’d all like to get past. Customer service agents are facing a new reality — working from home among their partners, kids, family, and pets yet striving to deliver the high levels of service that their customers demand.

So, we just want to say, “Thank you.” Thank you for providing service when the world changed overnight. Thanks to you, the calls were answered; the questions addressed; the anxieties calmed. Thanks to you, countless customers experienced a moment of normalcy when the world felt all but normal. Thanks to you, for all you do.

As part of our ongoing CX Heroes Campaign, we recognize agents who provide great customer service. On CX Day, we’ll announce a new CX Hero and we’ll share an amazing video telling the story of a service representative who went above and beyond for customers.

We want to hear your stories. We know providing customer service has been a challenge during COVID-19. You and your customers are facing the new normal. Tell us how you’ve continued to support your customers — or what it’s like working from home. North American reps who submit a story will receive dinner is on us; we’ll email you a $200 gift card to Hello Fresh. You’ll also be entered into a drawing to win one of five high-end office chairs. Share your story today to enter.

We are also providing a free online course for customer service representatives that offers:

  • Top 10 skills every agent should have
  • How to handle difficult customers
  • Best practices for email, phone, and chat

Take a moment to refresh your expertise. At the end of the course, you’ll receive a certification to share with your manager.

Follow us on Twitter on CX Day, Oct 6, to see all the agents we are recognizing and the fun giveaways.

Genesys continues to be the one brand that unites cloud, artificial intelligence, and digital to personalize customer and employee experiences to improve the customer journey. And we continue to celebrate you, the customer service rep. Check out our CX Day resource page.

Thanks to you, for all you do.