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1:1 Customer Service Best Practice #5 - Connect the Dots Between Contact Center Metrics and Customer Experience
June 19, 2013
Tracking traditional contact center metrics such as queue time, talk time and hold time is important. But it is even more important to capture data that allows you to measure customer experience. Register for this 30 minute webinar to learn what a modern contact center reporting solution looks like.
Cloud Based 1:1 Customer Engagement
June 20, 2013
Highly personalized customer experience can be a strategic competitive advantage for companies today. Being able to provide personal, 1-to-1 customer engagement with every interaction can help increase customer loyalty and maximize customer value. If you are looking for a cloud based, 1-to-1 customer engagement solution for your contact center, Register Now to learn how you can take advantage of Genesys’ world-class solutions.
1:1 Customer Service Best Practice #6 - Build a Dynamic Contact Center Routing Strategy
June 26, 2013
Building a contact center routing strategy that considers customer value, priority rules, your resources, skills and skill levels, a contingency plan, etc. is a lot to think about. Register now for this webinar. Learn how you can create a dynamic routing strategy that utilizes variables for key components can greatly improve stability and speed to market for small business logic changes.
On Demand Webinars More ›
Government Webinar Series #2 - Stop Customer and Staff Frustration Associated With Massive Workload Backlog
Government agencies answer to all kinds of requests, from inbound calls and lobby traffic to email, web forms, claims and applications all leading to massive backlogs and even more follow-up calls and ultimately poor customer service. Learn how to avoid this cycle on our webinar and join us every 3rd Tuesday of the month for 30 minutes at 11am PST thru September for the entire educational series addressing how government can take a more sophisticated view of what customer experience means to the public sector.
1:1 Customer Service Best Practice #4 - Integrate Workforce Management with Contact Center Routing
In a multi-skilled, multi-channel environment, it is critical for your contact center routing to have a tight integration with your workforce management platform. Register now for this webinar with LIVE DEMO. Learn how integrating contact center routing with workforce management can help you optimize your workforce and reduce over staffing.
1:1 Customer Service Best Practice #3 - Take Your Contact Center Routing Out of the Queue
In today’s highly competitive business environment, defining agent skills based on Automated Call Distributor (ACD) queues or types of calls isn’t enough anymore. You need to be able to route the interaction to a resource that is qualified to not only answer questions, but also has the appropriate skills and skill levels to repair a damaged relationship. Register now for this webinar and learn how you can find the BEST available agent with the right skill profile and not the longest available agent.