Our Takeaways from Genesys Sales Kickoff 2020: Cloud, Platform, AI – And More AI!
About that hold music…here’s what a recent Genesys survey revealed and you might find some of the findings surprising!
Genesys commissioned surveys in 13 countries to examine consumer opinions on the increasingly automated customer experience: Australia, China, Germany, India, Indonesia, Japan, Malaysia, New Zealand, Singapore, South Korea, Thailand, the U.K. and the U.S. Survey participants were asked to choose their favorite hold music from among 10 music types.
A little bit country, a little bit rock ‘n roll!
Great Agents Are Made: How Customer Feedback Can Influence Scorecards That Measurably Improve Performance
Is it possible to develop a good agent into a great one? The answer is yes – but this doesn’t have to happen by itself. Contact centers can accelerate the process of improving the outcomes of every conversation when they leverage advanced AI to automatically gather, analyze and provide insights and tips to agents and their coaches in a continual manner.
One of the greatest challenges we face in the CX industry is agent turnover. We are all in on this post by Genesys on the importance of thinking in parallel about CX and what we’re calling AX – the Agent Experience.
With Open Enrollment Healthcare Providers Look to CX Technology to Improve Interactions and Operations
With the holidays upon us, it truly can be the most wonderful time of the year, but for the contact center industry, peak times are in full swing including when it comes to healthcare enrollments for the new year.