Genesys Telecommunications Laboratories

Genesys Telecommunications Laboratories http://www.genesyslab.com/includes/news/xml-feed.xml Sun, 19 May 2013 22:01:00 EST Sun, 19 May 2013 22:01:00 EST en-us Genesys Telecommunications Laboratories Genesys Telecommunications Laboratories, RSS Copyright 2012 Genesys Telecommunications Laboratories All Item RSS 1:1 Customer Service Best Practice #3: Take Your Contact Center Routing Out of the Queue http://w.on24.com/r.htm?e=620149&s=1&k=39113A8B085F4FFC110BC9734BEB5BCB&partnerref=web Thu, 06 Jun 2013 03:00:00 EST Should You "Switch-off" Your ACD? Hear Why CareFirst BCBS is Switching to a SIP-based Contact Center http://www.genesyslab.com/news-and-events/webinar-page/care-first-bcbs.aspx Wed, 29 May 2013 03:00:00 EST How SIP Delivers Your Next-Generation Customer Service Platform http://www.genesyslab.com/news-and-events/analyst-webinar-with-ovum.aspx Wed, 22 May 2013 03:00:00 EST Next-Generation Government for the Next-Generation Customer http://w.on24.com/r.htm?e=609160&s=1&k=A80CD8EAB95BBAA6A8D8ECCB9603BD0B&partnerref=web Tue, 21 May 2013 03:00:00 EST Harness the Power of Digital Channels in Virtual Enterprise http://content.genesyslab.com/NZSeminar/Home-DigitalChannelsinVirtualEnterprise/ Tue, 21 May 2013 03:00:00 EST The Engineer’s Dilemma - the Customer Service Dilemma - and Star Trek http://www.genesyslab.com/blogs/authors/jeff-woodland/2013/the-customer-service-dilemma.aspx Fri, 17 May 2013 03:00:00 EST Does Your WFM Solution Have These Six Capabilities? http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/does-your-wfm-solution-have-these-six-capabilities.aspx Thu, 16 May 2013 03:00:00 EST Genesys Launches New Proactive Engagement Solution for E-commerce and Web Customer Service http://www.genesyslab.com/news-and-events/press-releases/genesys-launches-new-proactive-engagement-solution-for-e-commerce-and-web-customer-service.aspx Wed, 15 May 2013 03:00:00 EST The Dreaded Customer Care Four Letter “F-Bomb” http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/the-dreaded-customer-care-four-letter.aspx Wed, 15 May 2013 03:00:00 EST ACCE Conference & Expo http://www.icmi.com/ACCE Tue, 14 May 2013 03:00:00 EST G-Force 2013 Boca Raton http://www.gforceboca.com/ Tue, 14 May 2013 03:00:00 EST It’s Not You, It’s Me ... When (Customer) Relationships Break Down http://www.genesyslab.com/blogs/authors/brendan-dykes/2013/its-not-you-its-me.aspx Tue, 14 May 2013 03:00:00 EST Mistakes, Lies, and Training http://www.genesyslab.com/blogs/authors/jeff-woodland/2013/mistakes-lies-and-training.aspx Mon, 13 May 2013 03:00:00 EST Is Your Contact Routing Designed for the Masses? http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/is-your-contact-routing-designed-for-the-masses.aspx Fri, 10 May 2013 03:00:00 EST Revealed: Why Back Office Employees Can’t Get Their Work Done http://www.genesyslab.com/blogs/authors/dudley-larus/2013/revealed-why-back-office-employees-cant-get-their-work-done.aspx Thu, 09 May 2013 03:00:00 EST One-to-One Customer Service. Best Practice #2: One-to-One Routing http://w.on24.com/r.htm?e=610893&s=1&k=4E078FEDAD54F70476FBC6E7D6558905&partnerref=web Wed, 08 May 2013 03:00:00 EST Three Signs of the Contact Center Perfect Storm http://www.genesyslab.com/blogs/authors/brendan-dykes/2013/three-signs-of-the-contact-center-perfect-storm.aspx Wed, 08 May 2013 03:00:00 EST Is Your Customer Service Architecture A House Divided? http://www.genesyslab.com/blogs/authors/keith-pearce/2013/is-your-customer-service-architecture-a-house-divided.aspx Tue, 07 May 2013 03:00:00 EST Hey Consumer Brands – It's Time to Get Your Social Service On http://www.genesyslab.com/blogs/authors/ethan-francis/2013/hey-consumer-brands.aspx Mon, 06 May 2013 03:00:00 EST Does your Contact Center Architecture look like a Frankenstein Monster? http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/does-your-contact-center-architecture-look-like-a-frankenstein-monster.aspx Fri, 03 May 2013 03:00:00 EST The Real Definition of On-Time Delivery and Three Ways to Keep Up http://www.genesyslab.com/blogs/authors/dudley-larus/2013/the-real-definition-of-on-time-delivery-and-three-ways-to-keep-up.aspx Thu, 02 May 2013 03:00:00 EST One-to-One Customer Service Best Practice #1 - Maximizing Customer Value http://w.on24.com/r.htm?e=607829&s=1&k=51ADD2890581A096C252BF42454447E2&partnerref=web Wed, 01 May 2013 03:00:00 EST Your Service Level Goals - 80/20 is so Retro! http://www.genesyslab.com/blogs/authors/stuart-walters/2013/your-service-level-goals.aspx Wed, 01 May 2013 03:00:00 EST Six Benefits to Calculate WFM Solution ROI http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/six-benefits-to-calculate-wfm-solution-roi.aspx Tue, 30 Apr 2013 03:00:00 EST 8th Annual Call Centre Week Canada http://www.callcentrecanada.ca/ Mon, 29 Apr 2013 03:00:00 EST SOCAP International 2013 Symposium http://www.socap.org/ConferencesEvents/2013Symposium.aspx Mon, 29 Apr 2013 03:00:00 EST Still Think Speech Analytics or VoC has no ROI? http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/still-think-speech-analytics-or-voc-has-no-roi.aspx Mon, 29 Apr 2013 03:00:00 EST Genesys at IQPC Call Centre Canada http://www.genesyslab.com/blogs/authors/stefanie-bohlman-smith/2013/genesys-at-iqpc-call-centre-canada.aspx Mon, 29 Apr 2013 03:00:00 EST One-to-One Customer Service – Best Practice Number Two: One-to-One Routing http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/one-to-one-customer-service-best-practice-number-two-one-to-one-routing.aspx Fri, 26 Apr 2013 03:00:00 EST CRM and Customer Experience – What’s the Diff? http://www.genesyslab.com/blogs/authors/mark-stanley/2013/crm-and-customer-experience.aspx Thu, 25 Apr 2013 03:00:00 EST Enterprise-wide Customer Service with Microsoft Lync and Genesys Smart Link http://w.on24.com/r.htm?e=605326&s=1&k=5206804AA57537361A10B480AD6E1F5F&partnerref=web Wed, 24 Apr 2013 03:00:00 EST New Sleek Bank Branch Overhauls – What Does it Really Mean to Customer Experience? http://www.genesyslab.com/blogs/authors/monica-hovsepian/2013/new-sleek-bank-branch-overhauls.aspx Wed, 24 Apr 2013 03:00:00 EST Dialing In to Customer Service Innovation at G-Force 2013 http://www.genesyslab.com/blogs/authors/aaron-lewis/2013/dialing-in-to-customer-service-innovation-at-g-force-2013.aspx Tue, 23 Apr 2013 03:00:00 EST Fixing Your Agent Attrition Problem http://www.genesyslab.com/blogs/authors/keith-pearce/2013/fixing-your-agent-attrition-problem.aspx Mon, 22 Apr 2013 03:00:00 EST Is Your Customer Service Lynced In? http://www.genesyslab.com/blogs/authors/deepak-dutta/2013/is-your-customer-service-lynced-in.aspx Mon, 22 Apr 2013 03:00:00 EST Three Reasons for Advanced Granular Shrinkage http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/three-reasons-for-advanced-granular-shrinkage.aspx Fri, 19 Apr 2013 03:00:00 EST Three Tips to Maximize Customer Value with 1:1 Routing http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/three-tips-to-maximize-customer-value-with-11-routing.aspx Thu, 18 Apr 2013 03:00:00 EST In Customer Service The People Matter Most http://www.genesyslab.com/blogs/authors/keith-pearce/2013/in-customer-service-the-people-matter-most.aspx Wed, 17 Apr 2013 03:00:00 EST Toward a More Personalized Banking Experience http://www.genesyslab.com/blogs/authors/aaron-lewis/2013/toward-a-more-personalized-banking-experience.aspx Mon, 15 Apr 2013 03:00:00 EST Three Reasons to Keep AHT a Secret in your Contact Center http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/three-reasons-to-keep-aht-a-secret-in-your-contact-center.aspx Fri, 12 Apr 2013 03:00:00 EST Are Tablets Their Own Channel And Does It Matter? http://www.genesyslab.com/blogs/authors/monica-hovsepian/2013/are-tablets-their-own-channel-and-does-it-matter.aspx Thu, 11 Apr 2013 03:00:00 EST Genesys LATAM Office Move and New Support Numbers - May 27 http://www.genesyslab.com/news-and-events/support-announcements/genesys-latam-office-move-and-new-support-numbers-may-27.aspx Wed, 10 Apr 2013 03:00:00 EST Migration Strategies for Contact Center Virtualization http://w.on24.com/r.htm?e=603325&s=1&k=02B6AD6FA612BC53AAA459E35F3E948E&partnerref=web Wed, 10 Apr 2013 03:00:00 EST Seven Ingredients for Creating Customer Lifetime Value http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/seven-ingredients-for-creating-customer-lifetime-value.aspx Wed, 10 Apr 2013 03:00:00 EST Society of Workforce Planning Professionals http://www.swpp.org/annual-conference/ Tue, 09 Apr 2013 03:00:00 EST The Key to Lowered Customer Churn in Insurance Reduce Your Customers' Effort http://www.genesyslab.com/blogs/authors/keith-pearce/2013/the-key-to-lowered-customer-churn-in-insurance-reduce-your-customers-effort.aspx Tue, 09 Apr 2013 03:00:00 EST Four Steps to Contact Center Maturity http://www.genesyslab.com/blogs/authors/brendan-dykes/2013/four-steps-to-contact-center-maturity.aspx Mon, 08 Apr 2013 03:00:00 EST Four use cases for Virtual Customer Service – Part Four http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/four-use-cases-for-virtual-customer-service-part-four.aspx Fri, 05 Apr 2013 03:00:00 EST Three Tips for the CIO about Customer Communication Enabled Architectures http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/three-tips-for-the-cio-about-customer-communication-enabled-architectures.aspx Thu, 04 Apr 2013 03:00:00 EST Make it Easy – Customer Effort in a Multichannel World https://goto.webcasts.com/starthere.jsp?ei=1015141&sti=web Wed, 03 Apr 2013 03:00:00 EST The Multi-Channel Mess http://www.genesyslab.com/blogs/authors/dudley-larus/2013/the-multi-channel-mess.aspx Wed, 03 Apr 2013 03:00:00 EST Four use cases for Virtual Customer Service – Part Three http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/four-use-cases-for-virtual-customer-service-part-three.aspx Tue, 02 Apr 2013 03:00:00 EST Desjardins Group to Upgrade its Customer Contact Centers with Genesys http://www.genesyslab.com/news-and-events/press-releases/desjardins-group-to-upgrade-its-customer-contact-centers-with-genesys.aspx Mon, 01 Apr 2013 03:00:00 EST Delighting Your Customers http://www.genesyslab.com/blogs/authors/max-ball/2013/delighting-your-customers.aspx Mon, 01 Apr 2013 03:00:00 EST Perfect Practice Makes Perfect in Performance Management http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/perfect-practice-makes-perfect-in-performance-management.aspx Fri, 29 Mar 2013 03:00:00 EST A ‘Tip’ to Increase Agent Engagement http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/a-tip-to-increase-agent-engagement.aspx Thu, 28 Mar 2013 03:00:00 EST To Infinity and beyond...how Buzz Lightyear can rescue the customer experience http://www.genesyslab.com/blogs/authors/brendan-dykes/2013/to-infinity-and-beyond-how-buzz-lightyear-can-rescue-the-customer-experience.aspx Wed, 27 Mar 2013 03:00:00 EST Five Ways Customer Service, Good or Bad, Impacts Loyalty http://www.genesyslab.com/blogs/authors/dudley-larus/2013/five-ways-customer-service-good-or-bad-impacts-loyalty.aspx Tue, 26 Mar 2013 03:00:00 EST Join Genesys Customers at G-Force This May http://www.genesyslab.com/blogs/authors/aaron-lewis/2013/join-genesys-customers-at-g-force-this-may.aspx Mon, 25 Mar 2013 03:00:00 EST Four Use Cases for Virtual Customer Service – Part Two http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/four-use-cases-for-virtual-customer-service-part-two.aspx Fri, 22 Mar 2013 03:00:00 EST Contact Center Routing Strategies for Improving Customer Experience http://w.on24.com/r.htm?e=593756&s=1&k=1AA2305EAD6727026798018F3DCFDC06&partnerref=web Thu, 21 Mar 2013 03:00:00 EST Multichannel Customer Service – Huge Need, Huge Payoff http://www.genesyslab.com/blogs/authors/ted-hunting/2013/multichannel-customer-service-huge-need-huge-payoff.aspx Thu, 21 Mar 2013 03:00:00 EST Why Contact Center Routing Is Essential to Customer Satisfaction http://www.genesyslab.com/blogs/authors/brendan-dykes/2013/why-contact-center-routing-is-essential-to-customer-satisfaction.aspx Wed, 20 Mar 2013 03:00:00 EST 7 Ways People are the Heart and Soul of Business Process Management http://www.genesyslab.com/blogs/authors/dudley-larus/2013/7-ways-people-are-the-heart-and-soul-of-business-process-management.aspx Tue, 19 Mar 2013 03:00:00 EST Genesys Completes Acquisitions of Angel.com and Utopy http://www.genesyslab.com/news-and-events/press-releases/genesys-completes-acquisitions.aspx Mon, 18 Mar 2013 03:00:00 EST Genesys Launches Consultant Liaison Program http://www.genesyslab.com/news-and-events/press-releases/genesys-launches-consultant-liaison-program.aspx Mon, 18 Mar 2013 03:00:00 EST Contact Center Conference Spring 2013 http://www.contactcenterassociation.com/Item/1292/ Mon, 18 Mar 2013 03:00:00 EST Enterprise Connect Special Offer from Genesys: Save 40% off the on-site price for the Entire Event and Tue-Thu Conference Packages or register for a Free Expo Pass with Priority Code EIGENESYS.]]> http://www.enterpriseconnect.com/ Mon, 18 Mar 2013 03:00:00 EST Four Use Cases for Virtual Customer Service – Part 1 http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/four-use-cases-for-virtual-customer-service-part-1.aspx Mon, 18 Mar 2013 03:00:00 EST Avoid the Denzel Dud Double Feature: Taking a holistic approach to social customer care http://www.genesyslab.com/blogs/authors/ian-jacobs/2013/avoid-the-denzel-dud-double-feature.aspx Fri, 15 Mar 2013 03:00:00 EST webRTC - The Future of Real-time Customer Service Genesys and Google Chrome for Business will share their vision for how real-time voice and video conversations can take place from the browser, without any plugins or extensions.]]> http://w.on24.com/r.htm?e=591059&s=1&k=0D9E76113E963AFF6BC756E7F049FCD0&partnerref=web Thu, 14 Mar 2013 03:00:00 EST Four use cases for Virtual Customer Service - Introduction http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/four-use-cases-for-virtual-customer-service-introduction.aspx Thu, 14 Mar 2013 03:00:00 EST Genesys at Enterprise Connect http://www.genesyslab.com/blogs/authors/stefanie-bohlman-smith/2013/genesys-at-enterprise-connect.aspx Wed, 13 Mar 2013 03:00:00 EST Who Do You Blame When The Shopper Walks Out? http://www.genesyslab.com/blogs/authors/monica-hovsepian/2013/who-do-you-blame-when-the-shopper-walks-out.aspx Tue, 12 Mar 2013 03:00:00 EST Next Generation Insurance Summit http://www.nginsurancesummit.com Mon, 11 Mar 2013 03:00:00 EST webRTC Will Revolutionize Customer Service http://www.genesyslab.com/blogs/authors/jim-kraeutler/2013/webrtc-will-revolutionize-customer-service.aspx Mon, 11 Mar 2013 03:00:00 EST Demystifying Social and Mobile Customer Service http://www.genesyslab.com/blogs/authors/max-ball/2013/demystifying-social-and-mobile-customer-service.aspx Fri, 08 Mar 2013 03:00:00 EST Three Ways to Translate Customer Service Goals into Exceptional Experiences http://www.genesyslab.com/blogs/authors/lizanne-kaiser/2013/three-ways-to-translate-customer-service-goals-into-exceptional-experiences.aspx Thu, 07 Mar 2013 03:00:00 EST OMG! Mobile and Social Customer Service https://event.on24.com/eventRegistration/EventLobbyServlet?target=registration.jsp&eventid=588560&sessionid=1&key=C4DF2211B85A06A463DBF71922A26659&partnerref=WEB&sourcepage=register Wed, 06 Mar 2013 03:00:00 EST Utility Customer Experience Management http://www.marcusevans-conferences-northamerican.com/marcusevans-conferences-event-details.asp?EventID=19725 Wed, 06 Mar 2013 03:00:00 EST What Will Google Glass Bring to Customer Service? http://www.genesyslab.com/blogs/authors/ted-hunting/2013/what-will-google-glass-bring-to-customer-service.aspx Wed, 06 Mar 2013 03:00:00 EST How to Fund Your Customer Care Project http://www.genesyslab.com/blogs/authors/lawrence-hodgson/2013/howtofund.aspx Tue, 05 Mar 2013 03:00:00 EST 5 Weekly To-do List Items for Every Contact Center Manager http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/5-weekly-to-do-list-items-for-every-contact-center-manager.aspx Mon, 04 Mar 2013 03:00:00 EST North American Customers Transforming Customer Service http://www.genesyslab.com/blogs/authors/eric-entzeroth/2013/ericsview.aspx Fri, 01 Mar 2013 03:00:00 EST Measuring Customer Service in Government http://www.genesyslab.com/blogs/authors/bill-grabner/2013/measuring-customer-service-in-government.aspx Thu, 28 Feb 2013 03:00:00 EST Ending the Multi-channel Frustration http://event.on24.com/r.htm?e=566064&s=1&k=4EEC94601223BBDF881DAAFB6B58F328&partnerref=genesys_web Wed, 27 Feb 2013 03:00:00 EST Customer Service Just Got a Whole Lot More Interesting http://www.genesyslab.com/blogs/authors/randy-brasche/2013/customer-service-just-got-a-whole-lot-more-interesting.aspx Wed, 27 Feb 2013 03:00:00 EST Genesys to Acquire Leading Cloud-Based Self-Service Contact Center Provider, Angel, from parent MicroStrategy http://www.genesyslab.com/news-and-events/press-releases/genesys-to-acquire-leading-cloud-based-self-service-contact-center-provider,-angel,-from-parent-microstrategy.aspx Tue, 26 Feb 2013 03:00:00 EST The Real Cost of the Broken Customer Service Chain http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/the-real-cost-of-the-broken-customer-service-chain.aspx Tue, 26 Feb 2013 03:00:00 EST Delighting Customers Isn’t What You Think... http://www.genesyslab.com/blogs/authors/keith-pearce/2013/delighting-customers-isnt-what-you-think.aspx Tue, 26 Feb 2013 03:00:00 EST CCW Congress and Exhibition http://www.callcenterworld.de Mon, 25 Feb 2013 03:00:00 EST Don't Blame the Employees for Bad Customer Service http://www.genesyslab.com/blogs/authors/dudley-larus/2013/don't-blame-the-employees-for-bad-customer-service.aspx Mon, 25 Feb 2013 03:00:00 EST Three Secrets for Deploying a Social and Multichannel Cloud Contact Center http://www.genesyslab.com/blogs/authors/west-gass/2013/three-secrets-for-deploying-a-social-and-multichannel-cloud-contact-center.aspx Fri, 22 Feb 2013 03:00:00 EST Contact Center Buying Decision. THREE Things to Consider. https://event.on24.com/eventRegistration/EventLobbyServlet?target=registration.jsp&eventid=583588&sessionid=1&key=80A55D41292E060DD9C02EA93FDFBCF4&partnerref=Web&sourcepage=register Thu, 21 Feb 2013 03:00:00 EST The “Big Data” Customer Journey http://www.genesyslab.com/blogs/authors/mark-stanley/2013/the-big-data-customer-journey.aspx Thu, 21 Feb 2013 03:00:00 EST Are You Playing the Victim or the Leader? http://www.genesyslab.com/blogs/authors/keith-pearce/2013/are-you-playing-the-victim-or-the-leader.aspx Wed, 20 Feb 2013 03:00:00 EST 7 “Fail Proof” Steps to Delivering Exceptional Customer Service http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/failing-fast.aspx Tue, 19 Feb 2013 03:00:00 EST The Multichannel Multiplier http://www.genesyslab.com/blogs/authors/max-ball/2013/the-multichannel-multiplier.aspx Mon, 18 Feb 2013 03:00:00 EST TV and Customer Service: Too Many Channels – When More is not Always Better http://www.genesyslab.com/blogs/authors/ted-hunting/2013/tv-and-customer-service-when-more-is-not-always-better.aspx Fri, 15 Feb 2013 03:00:00 EST Genesys Positioned in Gartner’s Magic Quadrant for CRM Web Customer Service Applications http://www.genesyslab.com/news-and-events/press-releases/genesys-positioned-in-gartners-magic-quadrant-for-crm-web-customer-service-applications.aspx Thu, 14 Feb 2013 03:00:00 EST 6 Steps to Align Contact Center KPIs with Customer Experience Strategies http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/6-steps-to-align-contact-center-kpis-with-customer-experience-strategies.aspx Thu, 14 Feb 2013 03:00:00 EST Your Call is Being Analyzed to Ensure Great Service and Experience http://www.genesyslab.com/blogs/authors/eric-tamblyn/2013/your-call-is-being-analyzed.aspx Wed, 13 Feb 2013 03:00:00 EST Aligning Contact Center Metrics with Your Customer Experience Strategy http://event.on24.com/eventRegistration/EventLobbyServlet?target=lobby.jsp&eventid=579542&sessionid=1&partnerref=OFT&key=76F4DDED7EE1DEC43E4189E225C0911E&eventuserid=75986223 Tue, 12 Feb 2013 03:00:00 EST Genesys Introduces the Genesys Partner Network http://www.genesyslab.com/news-and-events/press-releases/genesys-partner-network.aspx Tue, 12 Feb 2013 03:00:00 EST Government Customer Service is Good Governance http://www.genesyslab.com/blogs/authors/bill-grabner/2013/government-customer-service-is-good-governance.aspx Tue, 12 Feb 2013 03:00:00 EST Customer Response Summit 5 http://www.customerresponsesummit.com Mon, 11 Feb 2013 03:00:00 EST Are You Ready for New Customer Service Channels? http://www.genesyslab.com/blogs/authors/keith-pearce/2013/are-you-ready-for-new-customer-service-channels.aspx Mon, 11 Feb 2013 03:00:00 EST Five Keys To Engaging Today's Customer http://www.genesyslab.com/blogs/authors/keith-pearce/2013/five-keys-to-engaging-todays-customer.aspx Fri, 08 Feb 2013 03:00:00 EST How Mobile and Social Will Impact the 2013 B2B Marketing Agenda http://www.genesyslab.com/blogs/authors/ethan-francis/2013/how-mobile-and-social-will-impact-the-2013-b2b-marketing-agenda.aspx Thu, 07 Feb 2013 03:00:00 EST Trash, Recycling, Speakers, and Digital Customer Service http://www.genesyslab.com/blogs/authors/max-ball/2013/trash,-recycling,-speakers,-and-digital-customer-service.aspx Wed, 06 Feb 2013 03:00:00 EST Tserver for Cisco UCM Moved from IP TServers to TServers http://www.genesyslab.com/news-and-events/support-announcements/tserver-for-cisco-ucm-moved-from-ip-tservers-to-tservers.aspx Tue, 05 Feb 2013 03:00:00 EST Genesys Connect Wins Best in Show Award at ITEXPO http://www.genesyslab.com/news-and-events/press-releases/genesys-connect-wins-best-in-show-award-at-itexpo.aspx Tue, 05 Feb 2013 03:00:00 EST Genesys Connect for Service Cloud Wins Best in Show at ITEXPO 2013 http://www.genesyslab.com/blogs/authors/michael-mcbrien/2013/genesys-connect-for-service-cloud-wins-best-in-show-at-itexpo-2013.aspx Tue, 05 Feb 2013 03:00:00 EST Four Steps to Design an Uncommon Service Strategy http://www.genesyslab.com/blogs/authors/dudley-larus/2013/four-steps-to-design-an-uncommon-service-strategy.aspx Mon, 04 Feb 2013 03:00:00 EST What is your Customers’ “Experience Journey?” http://www.genesyslab.com/blogs/authors/stuart-walters/2013/customer-experience-journey.aspx Fri, 01 Feb 2013 03:00:00 EST Genesys Connect for Salesforce Service Cloud now available on Salesforce.com’s AppExchange http://www.genesyslab.com/news-and-events/press-releases/genesys-connect-for-salesforce.aspx Thu, 31 Jan 2013 03:00:00 EST Five Questions You Should Ask About the Way We Work http://www.genesyslab.com/blogs/authors/dudley-larus/2013/five-questions-to-ask-when-prioritizing-work.aspx Thu, 31 Jan 2013 03:00:00 EST IT Expo in Miami http://itexpo.tmcnet.com/east13/ Wed, 30 Jan 2013 03:00:00 EST Set up Your Cloud Call Center in a Matter of Hours with Genesys Connect http://cloud-call-center.tmcnet.com/topics/cloud-call-center/articles/324900-set-up-cloud-call-center-a-matter-hours.htm Wed, 30 Jan 2013 03:00:00 EST "Presenteeism" -- The Cost of Unplanned Absenteeism http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/cost-of-unplanned-absenteeism.aspx Wed, 30 Jan 2013 03:00:00 EST Genesys Agrees to Acquire UTOPY in a Deal that Transforms Customer Service with Actionable Customer Interaction Analytics http://www.genesyslab.com/news-and-events/press-releases/genesys-agrees-to-acquire-utopy-in-a-deal-that-transforms-customer-service-with-actionable-customer-interaction-analytics.aspx Tue, 29 Jan 2013 03:00:00 EST Waiting is Dead http://www.genesyslab.com/blogs/authors/randy-brasche/2013/waiting-is-dead.aspx Tue, 29 Jan 2013 03:00:00 EST Genesys Delivers Record Results in 2012 http://www.genesyslab.com/news-and-events/press-releases/genesys-delivers-record-results-in-2012.aspx Mon, 28 Jan 2013 03:00:00 EST Three Ways of Working with Outsourcers that Contact Center Managers Should Know http://www.genesyslab.com/blogs/authors/brendan-dykes/2013/three-ways-of-working-with-outsourcers-that-contact-center-managers-should-know.aspx Mon, 28 Jan 2013 03:00:00 EST 9 Ingredients of an Agent Competency Framework http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/9-ingredients-of-an-agent-competency-framework.aspx Fri, 25 Jan 2013 03:00:00 EST Stop Moving Your Employees to the Work http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/stop-moving-your-employees-to-the-work.aspx Thu, 24 Jan 2013 03:00:00 EST There's No Excuse for Bad Customer Service in 2013 http://www.genesyslab.com/blogs/authors/tom-eggemeier/2013/theres-no-excuse-for-bad-customer-service-in-2013.aspx Wed, 23 Jan 2013 03:00:00 EST Save up to 50% -- Migrate from ACD/PBX to SIP http://w.on24.com/r.htm?e=563001&s=1&k=53AAE8BC3918C284681BFAEB0A6574B9&partnerref=Web Tue, 22 Jan 2013 03:00:00 EST 8th Annual Call Center Summit http://www.callcenterevent.com/Event.aspx?id=789550 Tue, 22 Jan 2013 03:00:00 EST Four Ways that SIP Improves the Contact Center http://www.genesyslab.com/blogs/authors/jim-kraeutler/2013/four-ways-that-sip-improves-the-contact-center.aspx Mon, 21 Jan 2013 03:00:00 EST Why Customer Experience Officers Should Focus on Voice of the Customer and Workforce Analytics http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/why-customer-experience-officers-should-focus-on-voice-of-the-customer-and-workforce-analytics.aspx Thu, 17 Jan 2013 03:00:00 EST Use Mobile Applications to Take Customer Service to the Next Level http://w.on24.com/r.htm?e=562220&s=1&k=097F6B12905D8858F711BF6D7E5A3C5E Wed, 16 Jan 2013 03:00:00 EST Cloudforce Essentials Vancouver http://www.salesforce.com/events/details/cfe13-yvr/ Wed, 16 Jan 2013 03:00:00 EST Three Things Every Company Should Track http://www.genesyslab.com/blogs/authors/mark-stanley/2013/three-things-every-company-should-track.aspx Wed, 16 Jan 2013 03:00:00 EST Cloudforce Essentials Philadelphia http://www.salesforce.com/events/details/cfe12-phl/ Tue, 15 Jan 2013 03:00:00 EST Three Reasons Why Your Payment and Collections Strategy is Killing Customer Experience http://www.genesyslab.com/blogs/authors/dudley-larus/2013/three-reasons-why-your-payment-and-collections-strategy-is-killing-customer-experience.aspx Tue, 15 Jan 2013 03:00:00 EST Understanding the Mobile Opportunity for Customer Service http://www.genesyslab.com/blogs/authors/randy-brasche/2013/understanding-the-mobile-opportunity-for-customer-service.aspx Mon, 14 Jan 2013 03:00:00 EST Six Capabilities Each Contact Center Manager Should Check when Selecting a New WFM Solution http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/six-capabilities-to-look-for-when-selecting-a-new-wfm-solution.aspx Fri, 11 Jan 2013 03:00:00 EST A Decade After Do-Not-Call; Three Ways Outbound is Flourishing http://www.genesyslab.com/blogs/authors/dudley-larus/2013/a-decade-after-do-not-call-three-ways-outbound-is-flourishing.aspx Thu, 10 Jan 2013 03:00:00 EST Genesys Extends Best-in-class Contact Center Routing to Support Microsoft Lync http://www.genesyslab.com/news-and-events/press-releases/genesys-extends-best-in-class-contact-center-routing-to-support-microsoft-lync.aspx Wed, 09 Jan 2013 03:00:00 EST Genesys Extends Contact Center Routing Across the Enterprise with Microsoft Lync http://www.genesyslab.com/blogs/authors/livio-pugliese/2013/genesys-extends-contact-center-routing-across-the-enterprise-with-microsoft-lync.aspx Wed, 09 Jan 2013 03:00:00 EST Seven Habits of Highly Effective Contact Center Managers http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/seven-habits-of-highly-effective-contact-center-managers.aspx Tue, 08 Jan 2013 03:00:00 EST My Last Blog was OUT OF COMPLIANCE. Five Steps to Keep your Organization Compliant http://www.genesyslab.com/blogs/authors/bradley-baumunk/2013/five-steps-to-keep-your-organization-compliant.aspx Mon, 07 Jan 2013 03:00:00 EST What the World Not Ending Means for Customer Service in 2013 http://www.genesyslab.com/blogs/authors/max-ball/2013/what-the-world-not-ending-means-for-customer-service-in-2013.aspx Fri, 04 Jan 2013 03:00:00 EST Six Signs Your Contact Center Agents are Hitting the Disengaged Cliff http://www.genesyslab.com/blogs/authors/stefan-captijn/2013/six-signs-your-contact-center-agents-are-hitting-the-disengaged-cliff.aspx Thu, 03 Jan 2013 03:00:00 EST Making Cents Out of Contact Center Customer Service http://www.genesyslab.com/blogs/authors/eric-tamblyn/2013/making-cents-out-of-contact-center-customer-service.aspx Wed, 02 Jan 2013 03:00:00 EST Find Genesys Connect on Salesforce AppExchange http://www.genesyslab.com/blogs/authors/michael-mcbrien/2013/find-genesys-connect-on-salesforce-appexchange.aspx Wed, 02 Jan 2013 03:00:00 EST Genesys Presents: Striking the Right Balance Between Customer Service and Contact Center TCO http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/webinars/genesys-presents-striking-the-right-balance-betwee/ Wed, 26 Dec 2012 03:00:00 EST The Genesys 2013 Customer Service New Year's Resolutions http://www.genesyslab.com/blogs/authors/paul-segre/2012/the-genesys-2013-customer-service-new-years-resolutions.aspx Fri, 21 Dec 2012 03:00:00 EST Do You Believe in Santa Claus? Five Steps to Protect Your Company in the Social Sphere http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/do-you-believe-in-santa-claus.aspx Thu, 20 Dec 2012 03:00:00 EST 3 Steps to Dig Out when Hurricane Sandy Hits Your Back Office http://www.genesyslab.com/blogs/authors/dudley-larus/2012/3-steps-to-dig-out-when-hurricane-sandy-hits-your-back-office.aspx Wed, 19 Dec 2012 03:00:00 EST Stop Teaching and Start Learning from Your Agents http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/stop-teaching-and-start-learning-from-your-agents.aspx Tue, 18 Dec 2012 03:00:00 EST What the French (Yes, the French) Get About Customer Service that You Don't http://www.genesyslab.com/blogs/authors/keith-pearce/2012/what-the-french-get-about-customer-service.aspx Mon, 17 Dec 2012 03:00:00 EST The “New Normal:” How Extreme Customer Service is creating a New Human Reality http://www.genesyslab.com/blogs/authors/randy-brasche/2012/the-new-normal-how-extreme-customer-service-is-creating-a-new-human-reality.aspx Fri, 14 Dec 2012 03:00:00 EST Three Bad Habits from the Back Office that Damage the Customer Experience http://www.genesyslab.com/blogs/authors/dudley-larus/2012/three-bad-habits-from-the-back-office.aspx Wed, 12 Dec 2012 03:00:00 EST What Came First, the Chicken or the Egg? Five Steps to Reducing Attrition and Improving Customer Experience http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/what-came-first,-the-chicken-or-the-egg.aspx Wed, 12 Dec 2012 03:00:00 EST Genesys Appoints Reed Henry as Chief Marketing Officer http://www.genesyslab.com/news-and-events/press-releases/genesys-appoints-reed-henry-as-chief-marketing-officer.aspx Tue, 11 Dec 2012 03:00:00 EST How Siri Spawned the Next Big Thing in Customer Service http://www.genesyslab.com/blogs/authors/ashley-furness/2012/how-siri-spawned-the-next-big-thing-in-customer-service.aspx Tue, 11 Dec 2012 03:00:00 EST Lessons Learned While Fishing With a 10-Year Old http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/lessons-learned-while-fishingbrwith-a-10-year-old.aspx Mon, 10 Dec 2012 03:00:00 EST Is Your Quality Management Investment Delivering the ROI You Expect? http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/is-your-quality-management-investment-delivering-the-roi-you-expect.aspx Fri, 07 Dec 2012 03:00:00 EST Genesys Signals Importance of Brazil Market with Rapidly Expanding Presence, New Management Appointments http://www.genesyslab.com/news-and-events/press-releases/genesys-signals-importance-of-brazil-market-with-rapidly-expanding-presence,-new-management-appointments.aspx Thu, 06 Dec 2012 03:00:00 EST Four Things Every Compliance Officer Should Know http://www.genesyslab.com/blogs/authors/mark-stanley/2012/four-things-every-compliance-officer-should-know.aspx Thu, 06 Dec 2012 03:00:00 EST A Broken (Customer Service) Promise http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/a-broken-(customer-service)-promise.aspx Wed, 05 Dec 2012 03:00:00 EST Genesys Ushers in New Era of Simplicity for Advanced Customer Service http://www.genesyslab.com/news-and-events/press-releases/genesys-ushers-in-new-era-of-simplicity-for-advanced-customer-service.aspx Tue, 04 Dec 2012 03:00:00 EST Stop Caring More About Management Than You Do Your Customer http://www.genesyslab.com/blogs/authors/keith-pearce/2012/stop-caring-more-about-management-than-you-do-your-customer.aspx Tue, 04 Dec 2012 03:00:00 EST Genesys University Courses in Dec 2012 - Mar 2013 http://www.genesyslab.com/news-and-events/support-announcements/genesys-university-courses-in-dec-2012-mar-2013.aspx Mon, 03 Dec 2012 03:00:00 EST Three Reasons You Can't See the Customer Work Backlog http://www.genesyslab.com/blogs/authors/dudley-larus/2012/three-reasons-you-can't-see-the-customer-work-backlog.aspx Mon, 03 Dec 2012 03:00:00 EST To Prepare or To Not be Prepared: 70.3 Miles of Contact Center Management http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/to-prepare-or-to-not-be-prepared.aspx Fri, 30 Nov 2012 03:00:00 EST Seven Tips to Align Your Contact Strategy with the Customer Lifecycle http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/seven-tips-to-align-your-contact-strategy.aspx Thu, 29 Nov 2012 03:00:00 EST Genesys Positioned in Leading Analysts Magic Quadrant for Contact Center Workforce Optimization http://www.genesyslab.com/news-and-events/press-releases/genesys-positioned-in-leading-analysts-magic-quadrant-for-contact-center-workforce-optimization.aspx Wed, 28 Nov 2012 03:00:00 EST The Rumors of IVR's Death are Greatly Exagerated (Part 2) http://www.genesyslab.com/blogs/authors/max-ball/2012/the-rumors-of-ivr's-death-are-greatly-exagerated-(part-2).aspx Wed, 28 Nov 2012 03:00:00 EST Looking for customer insights? Talk to your call center agents. http://www.genesyslab.com/blogs/authors/heidi-parcell/2012/looking-for-customer-insights-talk-to-your-call-center-agents.aspx Tue, 27 Nov 2012 03:00:00 EST The Rumors of IVR's Death are Greatly Exagerated http://www.genesyslab.com/blogs/authors/max-ball/2012/the-rumors-of-ivr's-death-are-greatly-exagerated.aspx Mon, 26 Nov 2012 03:00:00 EST What I'm Thankful For; Striving for Great Customer Service http://www.genesyslab.com/blogs/authors/dudley-larus/2012/what-i'm-thankful-for-striving-for-great-customer-service.aspx Wed, 21 Nov 2012 03:00:00 EST KSF Jaarcongres http://ksf-jaarcongres.nl/ Tue, 20 Nov 2012 03:00:00 EST Don’t Abandon Customers who Abandoned You; Five Steps to a Better Customer Experience http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/dont-abandon-customers-who-abandoned-you-five-steps-to-a-better-customer-experience.aspx Tue, 20 Nov 2012 03:00:00 EST Seven Options to Deliver Better Customer Service with a Shrinking Budget http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/seven-options-to-deliver-better-customer-service-with-a-shrinking-budget.aspx Mon, 19 Nov 2012 03:00:00 EST The Social Vampire Survival Guide http://www.genesyslab.com/blogs/authors/jeff-woodland/2012/the-social-vampire-survival-guide.aspx Fri, 16 Nov 2012 03:00:00 EST Genesys Nordic Experience Summit http://genesys.dcportal10.nl/ Thu, 15 Nov 2012 03:00:00 EST Call Center - CRM Demo and Conference http://www.callcenter-japan.com/ Thu, 15 Nov 2012 03:00:00 EST Going Retro: Three Ways To Make Your Customer Service Cool Again http://www.genesyslab.com/blogs/authors/tom-eggemeier/2012/going-retro-three-ways-to-make-your-customer-service-cool-again.aspx Thu, 15 Nov 2012 03:00:00 EST Genesys to Transform Customer Service for the Broader Enterprise Market with the Introduction of Genesys One http://www.genesyslab.com/news-and-events/press-releases/genesys-to-transform-customer-service-for-the-broader-enterprise-market-with-the-introduction-of-genesys-one.aspx Wed, 14 Nov 2012 03:00:00 EST Nolldistans http://www.google.com/url?q=http://nolldistans.se/&sa=U&ei=ZjuhUI2HAeO1iwLL4YHIAQ&ved=0CBQQFjAA&usg=AFQjCNGPntyvznQOc2CYx-_dvn8TDrcV6A Wed, 14 Nov 2012 03:00:00 EST Six Customer Service Transformation Initiatives to Consider http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/six-customer-service-transformation-initiatives-to-consider.aspx Wed, 14 Nov 2012 03:00:00 EST 5 Reasons Your Customers Hear Crickets Instead of Proactive Service Notifications http://www.genesyslab.com/blogs/authors/dudley-larus/2012/5-reasons-your-customers-hear-crickets-instead-of-proactive-service-notifications.aspx Tue, 13 Nov 2012 03:00:00 EST Are You Walking Your Customer Down the Disenchantment Plank? http://www.genesyslab.com/blogs/authors/keith-pearce/2012/are-you-walking-your-customer-down-the-disenchantment-plank.aspx Mon, 12 Nov 2012 03:00:00 EST Don't Leave Money on the Table! Three Techniques for Balancing Workload http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/three-techniques-for-balancing-workload.aspx Fri, 09 Nov 2012 03:00:00 EST Four Practical Ideas for how CIOs can Improve Enterprise Customer Service http://www.genesyslab.com/blogs/authors/dudley-larus/2012/four-practical-ideas-for-how-cios-can-improve-enterprise-customer-service.aspx Thu, 08 Nov 2012 03:00:00 EST Do You Know the Difference Between Workflow and Workload? http://www.genesyslab.com/blogs/authors/dudley-larus/2012/do-you-know-the-difference-between-workflow-and-workload.aspx Wed, 07 Nov 2012 03:00:00 EST Korea Customer Satisfaction Innovation Conference – Contact Center Track http://consulting.kmac.co.kr/eduinfo/conferenceinfo.asp?oc_code=7082 Tue, 06 Nov 2012 03:00:00 EST How to Fix a Me-Too App in Five Steps http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/how-to-fix-a-me-too-app-in-five-steps.aspx Tue, 06 Nov 2012 03:00:00 EST Five Ways Contact Centers Can Reduce Repeat Callers http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/five-ways-contact-centers-can-reduce-repeat-callers.aspx Mon, 05 Nov 2012 03:00:00 EST Why Companies Must Do Much More with their Mobile Presence http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/why-companies-must-do-much-more-with-their-mobile-presence.aspx Fri, 02 Nov 2012 03:00:00 EST Social Heroes in the Eye of the Storm http://www.genesyslab.com/blogs/authors/randy-brasche/2012/social-heroes-in-the-eye-of-the-storm.aspx Thu, 01 Nov 2012 03:00:00 EST How Presence Closes the Customer Service Gap http://www.genesyslab.com/blogs/authors/keith-pearce/2012/how-presence-closes-the-customer-service-gap.aspx Wed, 31 Oct 2012 03:00:00 EST Little Data vs. Big Data; Solve the Right Problem First http://www.genesyslab.com/blogs/authors/max-ball/2012/little-data-vs.-big-data.aspx Tue, 30 Oct 2012 03:00:00 EST What Are Businesses Doing with Mobile? http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/what-are-businesses-doing-with-mobile.aspx Mon, 29 Oct 2012 03:00:00 EST Nine Agent Productivity Strategies Every Contact Center Manager Should Consider http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/nine-agent-productivity-strategies.aspx Fri, 26 Oct 2012 03:00:00 EST Who Owns the Customer Experience at Your Company? Three Tips for Finding Out! http://www.genesyslab.com/blogs/authors/pete-wermter/2012/who-owns-the-customer-experience-at-your-company-three-tips-for-finding-out!.aspx Thu, 25 Oct 2012 03:00:00 EST Is your Customer Service Reputation Being Stalked by a Social Vampire? http://www.genesyslab.com/blogs/authors/jeff-woodland/2012/is-your-customer-service-reputation-being-stalked-by-a-social-vampire.aspx Wed, 24 Oct 2012 03:00:00 EST Top Three Reasons Companies Are Not Organized For On-Time Service Delivery http://www.genesyslab.com/blogs/authors/dudley-larus/2012/top-three-reasons-companies-are-not-organized-for-on-time-service-delivery.aspx Tue, 23 Oct 2012 03:00:00 EST National UI Directors’ Conference and Legal Issues Forum http://www.naswa.org/meetings/uidir/ Mon, 22 Oct 2012 03:00:00 EST The Increasing Relevance of Customer Experience in the Subscription Economy http://www.genesyslab.com/blogs/authors/kentis-gopalla/2012/the-increasing-relevance-of-customer-experience-in-the-subscription-economy.aspx Mon, 22 Oct 2012 03:00:00 EST Social Media is Changing Customer Service http://www.genesyslab.com/webinars/social-engagement.aspx Sun, 21 Oct 2012 03:00:00 EST Delivering Value Through Insights http://www.genesyslab.com/webinars/interactive-insights.aspx Sun, 21 Oct 2012 03:00:00 EST Taking the Effort Out of The Customer Experience http://www.genesyslab.com/webinars/taking-the-effort-out-of-the-customer-experience.aspx Sun, 21 Oct 2012 03:00:00 EST Simplify, Virtualize & Innovate Your Customer Service http://www.genesyslab.com/demos/sip.aspx Sun, 21 Oct 2012 03:00:00 EST Genesys Mobile Engagement http://www.genesyslab.com/webinars/mobile-engagement.aspx Sun, 21 Oct 2012 03:00:00 EST This is Football: Winning Conversations with Customers http://www.genesyslab.com/blogs/authors/janelle-matthews/2012/this-is-football-winning-conversations-with-customers.aspx Fri, 19 Oct 2012 03:00:00 EST Should You Care About the ROI of Social Customer Service? http://www.genesyslab.com/blogs/authors/richard-mccrossan/2012/roi-of-social-customer-service.aspx Thu, 18 Oct 2012 03:00:00 EST Missed Connections: Regulatory Compliance Meets Customer Communications https://www306.livemeeting.com/lrs/1100005398/Registration.aspx?pageName=bc2tc1r5l5cv7gw7 Wed, 17 Oct 2012 03:00:00 EST Six Things You Can Do to Master Channel Chaos http://www.genesyslab.com/blogs/authors/bradley-baumunk/2012/channel-chaos.aspx Wed, 17 Oct 2012 03:00:00 EST 3 Changes to Better Manage Your Back Office Workload http://www.genesyslab.com/blogs/authors/dudley-larus/2012/3-changes-to-better-manage-your-back-office-workload.aspx Tue, 16 Oct 2012 03:00:00 EST Give Your Outsourcers a SIP of Genesys http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/give-your-outsourcers-a-sip-of-genesys.aspx Mon, 15 Oct 2012 03:00:00 EST SOCAP International Annual Conference http://www.socap.org/ Sun, 14 Oct 2012 03:00:00 EST US Census: Talk About Big Data http://www.genesyslab.com/blogs/authors/max-ball/2012/us-census-big-data.aspx Fri, 12 Oct 2012 03:00:00 EST Stop Looking at Your Call Center ACD Report Start Training Your Call Center Agents http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/stop-looking-at-your-call-center-acd-report.aspx Thu, 11 Oct 2012 03:00:00 EST Call Center Demo and Conference 2012 http://www.icmi.com/CCDemo?utm_source=CC%2BDemo%2BPartners&utm_medium=banner&utm_content=CC%2BDemo%2BExternal%2BPartners%2BBanner&utm_campaign=Events Wed, 10 Oct 2012 03:00:00 EST The Other Side of Waiting: When People Choose to Wait in Line http://www.genesyslab.com/blogs/authors/max-ball/2012/the-other-side-of-waiting.aspx Wed, 10 Oct 2012 03:00:00 EST Are Smartphone Exposing Enterprise Amnesia? http://www.genesyslab.com/blogs/authors/eric-tamblyn/2012/are-smartphone-exposing-enterprise-amnesia.aspx Wed, 10 Oct 2012 03:00:00 EST Genesys Webcast Featuring PayPal https://crmxchange.webex.com/crmxchange/onstage/g.php?d=716199652&t=a&sourceid=2 Tue, 09 Oct 2012 03:00:00 EST The Five Pillars to Achieve the Holy Grail of Outbound http://www.genesyslab.com/blogs/authors/dudley-larus/2012/the-five-pillars-to-achieve-the-holy-grail-of-outbound.aspx Tue, 09 Oct 2012 03:00:00 EST Finding the "Jobs to be Done" in Customer Service http://www.genesyslab.com/blogs/authors/michael-mcbrien/2012/finding-the-jobs-to-be-done-in-customer-service.aspx Tue, 09 Oct 2012 03:00:00 EST Genesys Receives “Strong Positive” in Leading Analyst Firm’s IVR Systems and Voice Portal Report http://www.genesyslab.com/news-and-events/press-releases/ivr-market-scope.aspx Mon, 08 Oct 2012 03:00:00 EST Best Practices Achieving Operational Alignment between the Contact Center and Back-office http://www.genesyslab.com/blogs/authors/mark-stanley/2012/best-practices-achieving-operational-alignment-between-the-contact-center-and-back-office.aspx Mon, 08 Oct 2012 03:00:00 EST Reminders of 2012-2013 End of Life Milestones http://www.genesyslab.com/news-and-events/support-announcements/reminders-of-2012-2013-end-of-life-milestones.aspx Thu, 04 Oct 2012 03:00:00 EST Three Reasons to Celebrate Customer Service Week 2012 http://www.genesyslab.com/blogs/authors/paul-segre/2012/three-reasons-to-celebrate-customer-service-week-2012.aspx Wed, 03 Oct 2012 03:00:00 EST Impressions from Dreamforce 2012 http://www.genesyslab.com/blogs/authors/michael-mcbrien/2012/impressions-from-dreamforce-2012.aspx Tue, 02 Oct 2012 03:00:00 EST Creating the Ultimate Customer Experience http://www.genesyslab.com/blogs/authors/richard-mccrossan/2012/creating-the-ultimate-customer-experience.aspx Mon, 01 Oct 2012 03:00:00 EST What We Can Learn From Bashir http://www.genesyslab.com/blogs/authors/keith-pearce/2012/what-we-can-learn-from-bashir.aspx Mon, 01 Oct 2012 03:00:00 EST The Customer Engaged Enterprise http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/the-customer-engaged-enterprise.aspx Fri, 28 Sep 2012 03:00:00 EST Coaching Employees into Your Performance Sweet Spot http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/coaching-employees-into-your-performance-sweet-spot.aspx Thu, 27 Sep 2012 03:00:00 EST BIG DATA and the Customer Service Experience http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/big-data-and-the-customer-service-experience.aspx Wed, 26 Sep 2012 03:00:00 EST How Unoccupied Time is Killing Customer Service http://www.genesyslab.com/blogs/authors/keith-pearce/2012/how-unoccupied-time-is-killing-customer-service.aspx Tue, 25 Sep 2012 03:00:00 EST Save The World From Bad Customer Service Tour-PA http://programs.genesyslab.com/SaveTheWorldTour/AllCities/ Thu, 20 Sep 2012 03:00:00 EST Are you ready for the Social Workforce? http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/are-you-ready-for-the-social-workforce.aspx Wed, 19 Sep 2012 03:00:00 EST Genesys Brings Customer Service to the Cloud at Dreamforce 2012 http://www.genesyslab.com/news-and-events/press-releases/genesys-brings-customer-service-to-the-cloud-at-dreamforce-2012.aspx Tue, 18 Sep 2012 03:00:00 EST VHT Webinar – “Your Customer on Hold” https://event.on24.com/eventRegistration/EventLobbyServlet?target=registration.jsp&eventid=502491&sessionid=1&key=26D03B94D480089021CB4F465ECBA992&sourcepage=register Thu, 13 Sep 2012 03:00:00 EST Customer Effort Scores for Healthcare? http://www.genesyslab.com/blogs/authors/max-ball/2012/customer-effort-scores-for-healthcare.aspx Thu, 13 Sep 2012 03:00:00 EST Genesys and Telekom Deutschland Announce New Cloud-Based Contact Center Solution http://www.genesyslab.com/news-and-events/press-releases/genesys-and-telekom-deutschland-announce-new-cloud-based-contact-center-solution.aspx Tue, 11 Sep 2012 03:00:00 EST G-Force Barcelona 2012 http://www.gforcebarcelona2012.com/registration.htm Tue, 11 Sep 2012 03:00:00 EST Saving the World from Bad Customer Service http://www.genesyslab.com/blogs/authors/michael-mcbrien/2012/saving-the-world-from-bad-customer-service.aspx Mon, 10 Sep 2012 03:00:00 EST Smarter Commerce Global Summit 2012 http://www-01.ibm.com/software/commerce/summit/ Wed, 05 Sep 2012 03:00:00 EST Skilled People Are the Key to Success http://www.genesyslab.com/blogs/authors/valerie-scavinner/2012/skilled-people-are-the-key-to-success.aspx Thu, 30 Aug 2012 03:00:00 EST ISM Annual conference http://www.aphsa-ism.org/ISM2012/index.aspx Mon, 27 Aug 2012 03:00:00 EST National Association of State Technology Directors (NASTD) 2012 Technology Showcase https://stage.membership.nastd.org/nastd/Annual_Conference1.asp Sun, 26 Aug 2012 03:00:00 EST Genesys Research Finds Big Business Still Uneasy with Customer Service Conversations Over Social Media http://www.genesyslab.com/news-and-events/press-releases/genesys-research-finds-big-business-still-uneasy-with-customer-service-conversations-over-social-media.aspx Thu, 23 Aug 2012 03:00:00 EST Save The World From Bad Customer Service Tour http://programs.genesyslab.com/SaveTheWorldTour/AllCities/ Thu, 23 Aug 2012 03:00:00 EST Genesys Signs Cloud-Based Service Provider Agreement—the First for Genesys in Japan with KDDI http://www.genesyslab.com/news-and-events/press-releases/genesys-signs-cloud-based-service-provider-agreement-the-first-for-genesys-in-japan-with-kddi.aspx Wed, 22 Aug 2012 03:00:00 EST G-Force Sydney 2012 http://www.genesysgforce.com.au/2012/registration/ Tue, 21 Aug 2012 03:00:00 EST Genesys Redefines the Mobile Customer Experience by Linking Mobile Apps with Customer Service Agents http://www.genesyslab.com/news-and-events/press-releases/genesys-redefines-the-mobile-customer-experience-by-linking-mobile-apps-with-customer-service-agents.aspx Mon, 20 Aug 2012 03:00:00 EST Customer Service Experience Conference & Exhibition http://www.custservexperience.com/ Mon, 13 Aug 2012 03:00:00 EST MarketScope for IVR Systems and Voice Portals 2012 http://www.genesyslab.com/news-and-events/analyst-report/marketscope-for-ivr-systems-and-voice-portals-2012.aspx Fri, 10 Aug 2012 03:00:00 EST Adapting Your Contact Center for Multichannel Customers http://links.genesyslab.mkt4522.com/servlet/MailView?ms=NDUxNjI5NAS2&r=MTgxMzE1MjA5NTcS1&j=NDg1ODM4ODQS1&mt=1&rt=0%%FORWARD_INFO%% Thu, 09 Aug 2012 03:00:00 EST ZON Multimedia Enhances Customer Care with Genesys SIP Server http://www.genesyslab.com/news-and-events/press-releases/zon-multimedia-enhances-customer-care-with-genesys-sip-server.aspx Mon, 16 Jul 2012 03:00:00 EST Genesys Positioned in the “Leaders” Quadrant of Leading Analyst’s Magic Quadrant for Contact Center Infrastructure http://www.genesyslab.com/news-and-events/press-releases/genesys-positioned-in-the-leaders-quadrant-of-leading-analyst's-quadrant-for-contact-center-infrastructure.aspx Mon, 09 Jul 2012 03:00:00 EST Genesys Acquires Innovative Self-Service Application and Service Provider LM Sistemas http://www.genesyslab.com/news-and-events/press-releases/genesys-acquires-innovative-self-service-application-and-service-provider-lm-sistemas.aspx Tue, 03 Jul 2012 03:00:00 EST Korea Call Centre Management Conference 2012 http://edu.kmac.co.kr/eduinfo/con_notice_view.asp?Pk=4315 Tue, 19 Jun 2012 03:00:00 EST The G-force Network Seminar In Osaka http://www.genesyslab.co.jp/g-forcenetwork/seminar2012q2/ Fri, 15 Jun 2012 03:00:00 EST Call Centre / Crm Demo & Conference In Osaka http://www.genesyslab.co.jp/genesys_library/event/event2012_04.html Wed, 13 Jun 2012 03:00:00 EST Genesys Brings Companies the Power of Klout Scores to Better Serve Social-Savvy Customers http://www.genesyslab.com/news-and-events/press-releases/genesys-brings-companies-the-power-of-klout-scores-to-better-serve-social-savvy-customers.aspx Tue, 12 Jun 2012 03:00:00 EST Genesys Rides in the Tour de Cure to End Diabetes and Raises Over $6,500 http://www.genesyslab.com/news-and-events/press-releases/genesys-rides-in-the-tour-de-cure-to-end-diabetes-and-raises-over-$6500.aspx Sun, 10 Jun 2012 03:00:00 EST Executives Unsure About Where the Buck Stops for New Customer Communication Channels http://www.genesyslab.com/news-and-events/press-releases/executives-unsure-about-where-the-buck-stops-for-new-customer-communication-channels.aspx Wed, 30 May 2012 03:00:00 EST Create The New Conversation - A Day Event In Wellington http://links.genesyslab.mkt4522.com/servlet/MailView?ms=NDI3NDU3NwS2&r=MTA4ODk5MDE5NDkS1&j=NDQyNjAyMjQS1&mt=2&rj=NDQyNjAyMjMS1&rt=0 Wed, 30 May 2012 03:00:00 EST Mind the Gap: Lessons in Managing New Social and Mobile Channels http://www.genesyslab.com/blogs/authors/randy-brasche/2012/mind-the-gap-lessons-in-managing-new-social-and-mobile-channels-2012-5-30.aspx Wed, 30 May 2012 03:00:00 EST Genesys Appoints James Budge as Chief Operating Officer and Chief Financial Officer http://www.genesyslab.com/news-and-events/press-releases/genesys-appoints-james-budge-as-chief-operating-officer-and-chief-financial-officer.aspx Mon, 21 May 2012 03:00:00 EST Genesys Shows Strong Momentum in First 100 Days as a Stand-Alone Company http://www.genesyslab.com/news-and-events/press-releases/genesys-shows-strong-momentum-in-first-100-days-as-a-stand-alone-company.aspx Thu, 17 May 2012 03:00:00 EST Genesys Poised for Growth http://www.genesyslab.com/resources/pdfs/sfbt-050412-genesys.pdf Tue, 15 May 2012 03:00:00 EST How Many Tools are in Your Toolbox http://www.genesyslab.com/blogs/authors/stuart-walters/2012/how-many-tools-are-in-your-toolbox-2012-5-10.aspx Thu, 10 May 2012 03:00:00 EST See Genesys on the Mainstage with American Airlines at the Customer Response Summit 4 http://www.customerresponsesummit.com/ Wed, 09 May 2012 03:00:00 EST 3 Reasons your Inbound Voice channel needs help http://www.genesyslab.com/blogs/authors/susan-stearman/2012/3-reasons-your-inbound-voice-channel-needs-help-2012-5-09.aspx Wed, 09 May 2012 03:00:00 EST Genesys and the State of California Through Citizen Service Innovation http://www.genesyslab.com/resources/pdfs/genesys-and-gavin.pdf Thu, 26 Apr 2012 03:00:00 EST Lieutenant Governor Gavin Newsom and Genesys Leaders Celebrate California Technology Innovation http://www.genesyslab.com/news-and-events/press-releases/lieutenant-governor-gavin-newsom-and-genesys-leaders-celebrate-california-technology-innovation.aspx Tue, 24 Apr 2012 03:00:00 EST Contact Center Conference and Expo 2012 http://www.contactcenter2012.com/ Tue, 24 Apr 2012 03:00:00 EST SOCAP International 2012 Symposium http://www.socap.org/ConferencesEvents/PastEvents/2012Symposium.aspx Sun, 22 Apr 2012 03:00:00 EST Another Very Mobile GForce Day http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/another-very-mobile-gforce-day-2012-4-18.aspx Wed, 18 Apr 2012 03:00:00 EST Genesys Redefines the Mobile Customer Experience http://www.genesyslab.com/news-and-events/press-releases/genesys-redefines-the-mobile-customer-experience.aspx Tue, 17 Apr 2012 03:00:00 EST My Very Mobile GForce http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/my-very-mobile-gforce-2012-4-17.aspx Tue, 17 Apr 2012 03:00:00 EST Vodacom South Africa Customer Service Goes Social with Genesys http://www.genesyslab.com/resources/pdfs/vodacom-pr_3-12-12_finalbc.pdf Wed, 11 Apr 2012 03:00:00 EST Planet of the Apps http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/planet-of-the-apps-2012-4-11.aspx Wed, 11 Apr 2012 03:00:00 EST American Gas Association Conference And Expo http://www.aga.org/Events/2012Events/aga-eei-cust-srvc-conf-and-expo/Pages/Default.aspx Tue, 10 Apr 2012 03:00:00 EST There’s a dark chasm in the back office http://www.genesyslab.com/blogs/authors/dudley-larus/2012/theres-a-dark-chasm-in-the-back-office-2012-4-06.aspx Fri, 06 Apr 2012 03:00:00 EST Basics of Social Customer Service and beyond http://www.genesyslab.com/blogs/authors/bruce-eidsvik/2012/basics-of-social-customer-service-and-beyond-v2.aspx Wed, 04 Apr 2012 03:00:00 EST Basics of Social Customer Service... and beyond http://www.genesyslab.com/blogs/authors/richard-mccrossan/2012/basics-of-social-customer-service-and-beyond.aspx Wed, 04 Apr 2012 03:00:00 EST Why US Airlines Set a New Customer Service Record v2 http://www.genesyslab.com/blogs/authors/charles-lee/2012/why-us-airlines-set-a-new-customer-service-record-v2.aspx Mon, 02 Apr 2012 03:00:00 EST Why US Airlines Set a New Customer Service Record http://www.genesyslab.com/blogs/authors/randy-brasche/2012/why-us-airlines-set-a-new-customer-service-record-2012-4-02.aspx Mon, 02 Apr 2012 03:00:00 EST Genesys SIP Server Extends the Frontier of Customer Service Beyond the Contact Center http://www.genesyslab.com/news-and-events/press-releases/genesys-sip-server.aspx Mon, 26 Mar 2012 03:00:00 EST Join Genesys in Denver for a New Conversation on Customer Service http://t.content.alcatel-lucent-enterprise.com/res/alcatel/Denver_Web.htm Fri, 23 Mar 2012 03:00:00 EST Not So Fast! http://www.genesyslab.com/blogs/authors/mark-stanley/2012/not-so-fast!-2012-3-20.aspx Tue, 20 Mar 2012 03:00:00 EST Why a conversation with your customer matters http://www.genesyslab.com/blogs/authors/darryl-addington/2012/why-a-conversation-with-your-customer-matters-2012-3-13.aspx Tue, 13 Mar 2012 03:00:00 EST Uber Customer Service http://www.genesyslab.com/blogs/authors/randy-brasche/2012/uber-customer-service-2012-3-12.aspx Mon, 12 Mar 2012 03:00:00 EST Lessons from Google's New Privacy Laws http://www.genesyslab.com/blogs/authors/richard-mccrossan/2012/lessons-from-google's-new-privacy-laws.aspx Thu, 01 Mar 2012 03:00:00 EST What Mad Men and Tomorrow’s Customer Analytics Have in Common http://www.genesyslab.com/blogs/authors/randy-brasche/2012/what-mad-men-and-tomorrows-customer-analytics-have-in-common-2012-2-29.aspx Wed, 29 Feb 2012 03:00:00 EST Back-office to the Future http://www.genesyslab.com/blogs/authors/stefan-captijn/2012/back-office-to-the-future-2012-2-28.aspx Tue, 28 Feb 2012 03:00:00 EST Genesys Announces New Board Members http://www.genesyslab.com/news-and-events/press-releases/genesys-announces-new-board-members.aspx Thu, 23 Feb 2012 03:00:00 EST Do it Yourself Customer Service http://www.genesyslab.com/blogs/authors/randy-brasche/2012/do-it-yourself-customer-service-2012-2-21.aspx Tue, 21 Feb 2012 03:00:00 EST Dreaming to be a Magic Angel? http://www.genesyslab.com/blogs/authors/charles-lee/2012/dreaming-to-be-a-magic-angel-2012-2-21.aspx Tue, 21 Feb 2012 03:00:00 EST The Companies That Enable Us and What We Can Learn From Them http://www.genesyslab.com/blogs/authors/randy-brasche/2012/the-companies-that-enable-us-and-what-we-can-learn-from-them-2012-2-19.aspx Sun, 19 Feb 2012 03:00:00 EST Customer Service Checks and Balances http://www.genesyslab.com/blogs/authors/randy-brasche/2012/customer-service-checks-and-balances-2012-2-10.aspx Fri, 10 Feb 2012 03:00:00 EST Getting back to Basics with Conversations that Matter http://www.genesyslab.com/blogs/authors/susan-stearman/2012/getting-back-to-basics-with-conversations-that-matter-2012-2-09.aspx Thu, 09 Feb 2012 03:00:00 EST Closed-Loop Customer Service http://www.genesyslab.com/blogs/authors/randy-brasche/2012/closed-loop-customer-service-2012-2-02.aspx Thu, 02 Feb 2012 03:00:00 EST Genesys Sets Course for New Future http://www.genesyslab.com/news-and-events/press-releases/genesys-sets-course-for-new-future.aspx Wed, 01 Feb 2012 03:00:00 EST Welcome to the New Genesys http://www.genesyslab.com/news-and-events/news/welcome-to-the-new-genesys.aspx Wed, 01 Feb 2012 03:00:00 EST New Year, New Winning Conversation Approaches v2 http://www.genesyslab.com/blogs/authors/mayur-anadkat/2012/new-year,-new-winning-conversation-approaches-v2.aspx Thu, 26 Jan 2012 03:00:00 EST New Year, New Winning Conversation Approaches http://www.genesyslab.com/blogs/authors/mickael-lefebvre/2012/new-year,-new-winning-conversation-approaches-2012-1-26.aspx Thu, 26 Jan 2012 03:00:00 EST The Customer Conversation Evolution http://www.genesyslab.com/blogs/authors/randy-brasche/2012/the-customer-conversation-evolution-2012-1-23.aspx Mon, 23 Jan 2012 03:00:00 EST The ROI of Social Engagement v2 http://www.genesyslab.com/blogs/authors/bruce-eidsvik/2012/the-roi-of-social-engagement-v2.aspx Wed, 18 Jan 2012 03:00:00 EST The ROI of Social Engagement http://www.genesyslab.com/blogs/authors/patrick-mackey/2012/the-roi-of-social-engagement-2012-1-18.aspx Wed, 18 Jan 2012 03:00:00 EST Mobile: Device or Application http://www.genesyslab.com/blogs/authors/max-ball/2012/mobile-device-or-application-2012-1-12.aspx Thu, 12 Jan 2012 03:00:00 EST Customer Service Checks and Balances v2 http://www.genesyslab.com/blogs/authors/charles-lee/2012/customer-service-checks-and-balances-v2.aspx Tue, 10 Jan 2012 03:00:00 EST Mobile – not another silo, please http://www.genesyslab.com/blogs/authors/max-ball/2012/mobile-not-another-silo,-please-2012-1-10.aspx Tue, 10 Jan 2012 03:00:00 EST Great Individual Performances Needed Here! http://www.genesyslab.com/blogs/authors/dudley-larus/2012/great-individual-performances-needed-here!-2012-1-05.aspx Thu, 05 Jan 2012 03:00:00 EST Is there a ‘U’ in Team ….when it comes to great Customer Service? http://www.genesyslab.com/blogs/authors/dudley-larus/2012/is-there-a-u-in-team-.when-it-comes-to-great-customer-service-2012-1-04.aspx Wed, 04 Jan 2012 03:00:00 EST Best-in-class customer service begins right here… http://www.genesyslab.com/blogs/authors/ramesh-rao-udipi/2012/best-in-class-customer-service-begins-right-here-2011-12-20.aspx Tue, 20 Dec 2011 03:00:00 EST Person of the Year: The Impassioned Customer http://www.genesyslab.com/blogs/authors/randy-brasche/2011/person-of-the-year-the-impassioned-customer-2011-12-19.aspx Mon, 19 Dec 2011 03:00:00 EST A Cloud by any other name drives Efficiency http://www.genesyslab.com/blogs/authors/liz-osborn/2011/a-cloud-by-any-other-name-drives-efficiency-2011-12-15.aspx Thu, 15 Dec 2011 03:00:00 EST Turning a Crisis into a Customer Engagement Opportunity http://www.genesyslab.com/blogs/authors/randy-brasche/2011/turning-a-crisis-into-a-customer-engagement-opportunity-2011-12-13.aspx Tue, 13 Dec 2011 03:00:00 EST Why Move to the Cloud? The 3 F’s http://www.genesyslab.com/blogs/authors/liz-osborn/2011/why-move-to-the-cloud-the-3-fs-2011-12-12.aspx Mon, 12 Dec 2011 03:00:00 EST Are You Ready for Mash Up Metrics? http://www.genesyslab.com/blogs/authors/randy-brasche/2011/are-you-ready-for-mash-up-metrics-2011-12-07.aspx Wed, 07 Dec 2011 03:00:00 EST Genesys enables Ping An of China to become the country’s first financial services company to provide video-based customer service http://www.genesyslab.com/news-and-events/press-releases/genesys-enables-ping-an-of-china-to-become-the-countrys-first-financial-services-company-to-provide-video-based-customer-service.aspx Tue, 06 Dec 2011 03:00:00 EST Another Way to Change the Customer Experience http://www.genesyslab.com/blogs/authors/jay-gunnell/2011/another-way-to-change-the-customer-experience-2011-12-06.aspx Tue, 06 Dec 2011 03:00:00 EST Evolution of the SIP Revolution http://www.genesyslab.com/blogs/authors/richard-barton/2011/evolution-of-the-sip-revolution-2011-12-01.aspx Thu, 01 Dec 2011 03:00:00 EST Can I have a SIP please? http://www.genesyslab.com/blogs/authors/charles-lee/2011/can-i-have-a-sip-please-2011-11-29.aspx Tue, 29 Nov 2011 03:00:00 EST Is Big-Data the Big-Fix for Cross Channel Customer Service? http://www.genesyslab.com/blogs/authors/randy-brasche/2011/is-big-data-the-big-fix-for-cross-channel-customer-service-2011-11-28.aspx Mon, 28 Nov 2011 03:00:00 EST Customer Service Has Gone Social http://www.genesyslab.com/blogs/authors/lisa-abbott/2011/customer-service-has-gone-social-2011-11-21.aspx Mon, 21 Nov 2011 03:00:00 EST Why 2012 will Transform Mobile Customer Service http://www.genesyslab.com/blogs/authors/randy-brasche/2011/why-2012-will-transform-mobile-customer-service-2011-11-17.aspx Thu, 17 Nov 2011 03:00:00 EST Social Customer Service and the "2 Percent" Problem http://www.genesyslab.com/blogs/authors/randy-brasche/2011/social-customer-service-and-the-2-percent-problem-2011-11-14.aspx Mon, 14 Nov 2011 03:00:00 EST Social Media and Customer Service http://www.genesyslab.com/blogs/authors/richard-mccrossan/2011/social-media-and-customer-service-2011-11-10.aspx Thu, 10 Nov 2011 03:00:00 EST T-server Opens the Platform http://www.genesyslab.com/blogs/authors/akbar-riahi/2011/t-server-opens-the-platform-2011-11-03.aspx Thu, 03 Nov 2011 03:00:00 EST Open platform is too techie for me http://www.genesyslab.com/blogs/authors/susan-stearman/2011/open-platform-is-too-techie-for-me-2011-11-01.aspx Tue, 01 Nov 2011 03:00:00 EST Is the IVR dead? http://www.genesyslab.com/blogs/authors/rob-marchand/2011/is-the-ivr-dead-2011-10-29.aspx Sat, 29 Oct 2011 03:00:00 EST IVR as a concierge not a gate keeper http://www.genesyslab.com/blogs/authors/darryl-addington/2011/ivr-as-a-concierge-not-a-gate-keeper-2011-10-25.aspx Tue, 25 Oct 2011 03:00:00 EST What is a Conversation http://www.genesyslab.com/blogs/authors/cliff-bell/2011/what-is-a-conversation-2011-10-19.aspx Wed, 19 Oct 2011 03:00:00 EST Why extend your customer service operation beyond the contact center? http://www.genesyslab.com/blogs/authors/darryl-addington/2011/why-extend-your-customer-service-operation-beyond-the-contact-center-2011-10-17.aspx Mon, 17 Oct 2011 03:00:00 EST Genesys Quality Management – New Recording Technology is on the Way! http://www.genesyslab.com/blogs/authors/dave-smith/2011/genesys-quality-management-new-recording-technology-is-on-the-way!-2011-10-11.aspx Tue, 11 Oct 2011 03:00:00 EST How did Customer Service get so smart http://www.genesyslab.com/blogs/authors/dudley-larus/2011/how-did-customer-service-get-so-smart-2011-10-11.aspx Tue, 11 Oct 2011 03:00:00 EST Customer Effort – Prevention is better than Cure – Part 2 http://www.genesyslab.com/blogs/authors/brendan-dykes/2011/customer-effort-prevention-is-better-than-cure-part-2-2011-10-06.aspx Thu, 06 Oct 2011 03:00:00 EST Are You Changing the Conversation? http://www.genesyslab.com/blogs/authors/susan-stearman/2011/are-you-changing-the-conversation-2011-10-03.aspx Mon, 03 Oct 2011 03:00:00 EST CR and QM... Everyone Is Doing It http://www.genesyslab.com/blogs/authors/dave-smith/2011/cr-and-qm...-everyone-is-doing-it-2011-10-03.aspx Mon, 03 Oct 2011 03:00:00 EST Why are they calling me? http://www.genesyslab.com/blogs/authors/dudley-larus/2011/why-are-they-calling-me-2011-10-03.aspx Mon, 03 Oct 2011 03:00:00 EST Is your IT department failing you? http://www.genesyslab.com/blogs/authors/bruce-eidsvik/2011/is-your-it-department-failing-you-2011-9-23.aspx Fri, 23 Sep 2011 03:00:00 EST it’s what you don’t do, that’s more important http://www.genesyslab.com/blogs/authors/bruce-eidsvik/2011/its-what-you-dont-do,-thats-more-important-2011-8-29.aspx Mon, 29 Aug 2011 03:00:00 EST