Moving customers from acquisition to loyalty to advocacy is a process, not an event. But your agents need the right tools to help achieve it.
Start improving your first-call resolution numbers quickly. A contact centre focused entirely on the customer is where obsession pays off.
Better understand how customers respond at different stages of their customer journey—and how you can leverage that knowledge in your contact centre.
Contact centres are adopting new technologies like predictive analytics and machine learning.
This infographic outlines 3 paradigms in personalisation that you can start applying todays
With so many changes affecting today’s retail contact centre, it’s no surprise the biggest question from managers across departments is: where do I start? This 6-point checklist from Genesys provides some clues.
More than 10,000 companies in over 100 countries trust Genesys platforms to orchestrate seamless omnichannel customer journeys and build lasting relationships.
“Traditionally, a project of this size, with over 1,000 complex requirements, would take years to accomplish. By choosing the best combination of technology platform and integration partner, we achieved it in record time.”
– Ian Mahoney, Head of Delivery Services, Marks & Spencer
“The Genesys solution is the full omnichannel product that enables us to not only blend agents but blend brands which provides us with best of breed capability in terms of workforce planning, routing, customer service & delivery.”
–Gerrad Hennessy, Senior Operations Manager, Woolworths
“Genesys has made us more efficient with the data that’s being captured. It allows us to do a lot of reporting based on the standard reports. From those reports we are able to automate some of those data feeds into our customer experience dashboard that allows us to understand the customer in all the journeys that will touch Lenovo.”
– Ronald Mitchell, Director of World Wide Contact Centres, Lenovo
