Upcoming EventsPrevious Events ›
G-Force 2013 Melbourne
August 27 - 29, 2013 : Melbourne, Australia
Genesys brings hundreds of customer service experts, visionaries and thought leaders together to share the latest in best practices and innovation at G-Force – the industry’s premier contact center and customer service event.
Six Sigma: 8 Types of ‘Waste’ in Customer Service
July 07, 2013
To transform your business into a customer centric organization you could adopt the Six Sigma methodology for continuous improvement. In particular, the concept of “Muda” or “Waste” in Japanese is very relevant. Register now. We will discuss 8 types of waste in customer service and how you can address them.
Government Webinar Series #3 - Optimizing the Workforce - The Heart of Your Customer Service Operation
July 16, 2013
Increased scrutiny on public budgets forces many government agencies to rely on outdated systems, making it impossible to optimize the use of their most expensive asset – the workforce – and meet citizen expectations for multiple channels and increased service quality. In this webinar, discover the tools to make the most of your existing resources. Join us every 3rd Tuesday of the month for 30 minutes at 11 a.m. 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.
On Demand Webinars More ›
1:1 Customer Service Best Practice #6 - Build a Dynamic Contact Center Routing Strategy
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.
Cloud Based 1:1 Customer Engagement
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 #5 - Connect the Dots Between Contact Center Metrics and Customer Experience
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.
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.