Maximize Contact Center Service
Contact Center Topics
Extend Your Enterprise Contact Center
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Extend the capabilities of your contact center to virtual and home-based agents and improve customer service levels. Find about a SIP-based multi-channel universal routing solution in this best practices guide.
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Related Resources
- Gartner Magic Quadrant, Contact Center Infrastructure 2012
- 2012 Gartner IVR and Voice Portal Marketscope Report
- Real-Time Contact Centers: What the Competition Knows that You Don't
CONTACT CENTER PERSPECTIVE
Brian K Bischoff, Vice President, Global Offer Management of Genesys, chats with Blair Pleasant, President & Principal Analyst of COMMfusion LLC, about the thinking behind Genesys One. Find out how it's different from more traditional Genesys offerings, and what's in it for both enterprise customers and channel partners.
Six Essential Capabilities Your Workforce Management Ought to Deliver
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Do you know the six capabilities a Workforce Management solutions should provide? Get a checklist to assess the effectiveness of current solutions and for planning further workforce management capabilities in your contact center.
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Related Resources
- Genesys Positioned in Leading Analysts Magic Quadrant for Contact Center Workforce Optimization
- Five Steps to An Employee Effectiveness Model
- How Genesys Compares to other WFM/WFO Solutions
- Groupama Optimizes Customer Experience with Genesys
CONTACT CENTER PERSPECTIVE
Brian K Bischoff, Vice President, Global Offer Management of Genesys, chats with Blair Pleasant, President & Principal Analyst of COMMfusion LLC, about the thinking behind Genesys One. Find out how it's different from more traditional Genesys offerings, and what's in it for both enterprise customers and channel partners.
Connecting the Dots: Proven Methodologies for Managing Customer Conversations Across Channels with Genesys Conversation Manager
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Is your contact center able to support and conduct cross-channel conversations with their customers? This white paper explains how to implement proven strategies using Genesys Conversation Manager.
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Related Resources
- Genesys Conversation Manager Product Brochure
- Conversation Management Demo
- National Bank of Greece Chose Genesys to Support Customer Service Through Alternative Channels
CONTACT CENTER PERSPECTIVE
Brian K Bischoff, Vice President, Global Offer Management of Genesys, chats with Blair Pleasant, President & Principal Analyst of COMMfusion LLC, about the thinking behind Genesys One. Find out how it's different from more traditional Genesys offerings, and what's in it for both enterprise customers and channel partners.
Taking the Effort Out of Customer Service
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It may not be the first phone call to your contact center; it’s probably the back office work processes a hidden source of customer frustration. Eliminate these hidden frustration gaps in your contact center.
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Related Resources
- Delivering Value Through Insights Webinar
- Customer Conversation Challenges Demo
- New Zealand Ministry of Justice Transforms Collections with Genesys
CONTACT CENTER PERSPECTIVE
Brian K Bischoff, Vice President, Global Offer Management of Genesys, chats with Blair Pleasant, President & Principal Analyst of COMMfusion LLC, about the thinking behind Genesys One. Find out how it's different from more traditional Genesys offerings, and what's in it for both enterprise customers and channel partners.
Creating Mobile Customer Relationships
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Thinking about a mobile platform for your contact center? You can turn simple, transactional mobile usage into dynamic and personalized interactions that are a strategic to your business.
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Related Resources
- Bridging the Great Divide: Best Practices for Integrating Social Media and Customer Service
- Customer Service in the Digital Workplace; an Employee Effectiveness Model
- Genesys Mobile Engagement Webinar
- Vodacom Uses Genesys Social Engagement to Manage a Growing Social Media Presence
CONTACT CENTER PERSPECTIVE
Brian K Bischoff, Vice President, Global Offer Management of Genesys, chats with Blair Pleasant, President & Principal Analyst of COMMfusion LLC, about the thinking behind Genesys One. Find out how it's different from more traditional Genesys offerings, and what's in it for both enterprise customers and channel partners.
