The results are in and G-Force Boca Raton was a fantastic success! The turnout was great, conversations were many, agenda was diverse and full, breakouts were packed, and the social engagement was vigorous. It was sad to see the lights dimming on Boca Raton, however now our focus turns to G-Force Vienna which is only a few weeks away (June 11-13).

Are you looking for reasons to attend? Do you need to convince others that you really need to go? We thought we might put together a few justifications to help make-the-case for your attendance. Here’s why attending Genesys G-Force in Vienna is a good investment in you, and your organization.

G-Force will help you keep up with the changing customer service world As we all know, the world of technology changes quickly – and customer expectations are never far behind. Whether you’re trying to integrate social networks within your contact center or figure out strategies for mobile support... read more >

In 1996 Don Peppers and Martha Rogers wrote a book called the ‘One to One Future’ from which they outlined what became know as the One to One Marketing approach. The premise of the book and the marketing concept it advanced was about moving away from the mass marketing of products and services to starting to think about how to design customer relationships in a more personal, individual and tailored way.

What proceeded was a flurry of company initiatives to get closer to the customer – implementing all manner of customer centricity initiatives, slogans and groups proclaiming ‘one customer’ strategies. Sales departments fell in-line with a One to One selling models which started to examine customer lifetime value and re-assigned sales territories and quotas to key target accounts and customer segments.

As companies used One to One to drive customer acquisition and growth strategies – when it came to delivering service t... read more >

In recent years, your relationship with your customers has become more and more digital, and delivering good customer service in this context will continue to be a challenge (it’s no surprise a consulting firm called one of their recent studies “Customer Service in 2020: Winning in a digital world”).

Delivering a good digital customer service experience does not just mean being reachable on all digital channels, i.e. Web, email, chat, social, mobile, …

Not only do you have to be reachable, but also, the experience you provide to your customers has to be consistent across those channels.

One other important thing about digital customer service is the need to keep the “human touch” in mind: even in a digital relationship, sometimes talking to someone is necessary, so you must be able to provide your customers a human interaction when they need it.

So, the question is: “Is your company deli... read more >

Many contact center managers are optimizing their staffing models around a metric called ‘queue time’. In simple words, queue time measures the time your average customer spends waiting in queue for an employee to pick up their call or answer their email. There are different variations of this also known as wait time, average speed to answer and probably many more.

For a long time, ACD’s were only capable of producing these metrics and we had hardly any choide to use these as our compass for reading the efficiency and effectiveness of customer service.

That said, we now have a new type of metric to leverage. ‘Net Promoter Score’ and ‘ Customer Effort Score ’ are every day language for leading brands and many business managers. These metrics are designed to measure customer lifetime value instead of short-term cost optimization only.

What is great about having these new metrics is that we can now cor... read more >

The Vulcan trainee should have spent more time in Customer Service. Captain Kirk’s recommendation: Get some Contact Center experience before trying the Kobayashi Maru again.

Did you ever hear of the Engineer’s Dilemma? An executive wants an engineer to quickly build a strong bridge and do it cheaply. The engineer replies, “Fast, Good, or Cheap? Pick two, because you can’t get all three.”

How about the Kobayashi Maru? It’s an interesting leadership test from Star Trek , with surprising relevancy for Customer Service leaders. In the Kobayashi Maru, a leader is tested in his or her ability to solve an unsolvable situation. Regardless of what you do, there is nothing to win. Failure is assured. Ouch!

What is the Customer Service Dilemma? Consider the challenges of a Customer Service leader. He or she desires to achieve three goals in managing their customer service organization:

Keep custo... read more >