All resources sponsored by:

Genesys

1 - 25 of 42 Matches
Proactively Engage Your Customers in Every Channel—Without Losing Your Mind!
sponsored by Genesys
WEBCAST:In this on-demand webcast, hear from speakers Art Schoeller, VP and Principal Analyst, at Forrester and John Tallarico, VP of Product Management, at Genesys as they reveal new Forrester research on proactive customer communication, including usage, benefits, and a definitive maturity model of proactive customer communication.
Posted: 18 Nov 2016 | Premiered: Nov 8, 2016
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Taking Action on Legacy IVR -- Why it's Critical for Customer Retention
sponsored by Genesys
WHITE PAPER:This white paper outlines how migrating from a legacy IVR can improve your customer retention strategy. Learn what to look for when considering migration options, when to turn to a cloud model, and innovations in next-generation IVR technology.
Posted: 14 Oct 2016 | Published: 14 Oct 2016
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Six Tips to Improve the Customer Experience and Streamline Operations with a Cloud Contact Center
sponsored by Genesys
WHITE PAPER:Discover six tips designed to help you deliver the level of customer experience expected by today's omnichannel users. Learn how to leverage the benefits of a cloud-based contact center, engage more with customers, and more.
Posted: 14 Oct 2016 | Published: 14 Oct 2016
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The Essential Guide to Contact Center Modernization
sponsored by Genesys
WHITE PAPER:Modernizing your contact center is a layered and evaluative process. Learn now about ways to add new channels, integrate them, and find consistent vendors and solutions designed to enhance the customer experience.
Posted: 14 Oct 2016 | Published: 14 Oct 2016
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Interactive Voice Response: Choosing the Right Strategy
sponsored by Genesys
WHITE PAPER:Your interactive voice response (IVR) system should grow and change with your business and its customer base. Learn how to keep your IVR current by adding self-service options, moving to a cloud platform, and more.
Posted: 13 Oct 2016 | Published: 13 Oct 2016
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The Virtual Contact Center: Selection, Design, and Implementation
sponsored by Genesys
WHITE PAPER:Uncover an overview of VCCs, their strategic benefits, and examples of companies who have made the move and reaped benefits. Learn key areas of improvement and capabilities you need to get started on your VCC journey.
Posted: 13 Oct 2016 | Published: 13 Oct 2016
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Increase Customer Service Agility With Cloud Contact Centers
sponsored by Genesys
WHITE PAPER:Despite its slow climb into the cloud and complexity-ridden journey along the way, the agility of CCIM is rapidly becoming a requirement to compete in the age of the customer. Learn how analysts uncovered ways CCIM can help improve customer satisfaction regardless of channel.
Posted: 12 Oct 2016 | Published: 15 Jul 2016
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Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER:Discover ways to help agents provide quality support at low costs by supplementing self-service automation with live agents, moving to the cloud, making customer data readily available, and more.
Posted: 12 Oct 2016 | Published: 12 Oct 2016
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Contact Centers: Your Roadmap to the Cloud-Based Future
sponsored by Genesys
WHITE PAPER:The scalable, agile nature of the cloud-based contact center means more advances are on the way. Discover trends and examine the outlook for the future of agile agents and contained queries.
Posted: 11 Oct 2016 | Published: 11 Oct 2016
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10 Ways the Cloud Can Work for your Contact Center
sponsored by Genesys
WHITE PAPER:Finding your contact center's ideal cloud functionalities and capabilities is a challenge all its own. Explore 10 key considerations -- including integration, customization, and more -- for moving to a cloud-based contact center.
Posted: 11 Oct 2016 | Published: 11 Oct 2016
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The Total Cost of Ownership of Cloud - and Premise-Based Contact Center Platforms
sponsored by Genesys
RESEARCH CONTENT:This Ovum report analyzes where call center technology infrastructure deployments are now. Explore the total cost of ownership (TCO) of cloud vs. on-premise tools, current state of the market (what's happening in North America, UK, Northern Europe, Asia-Pacific and the Caribbean), scenario analyses, and more.
Posted: 10 Oct 2016 | Published: 31 Mar 2016
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The CIO's Roadmap to The Cloud
sponsored by Genesys
WHITE PAPER:Starting with a critical business application is the only way to truly prove the value and capabilities of doing business in the Cloud and silence the naysayers. This white paper will explore moving to the cloud by starting with a mission-critical application.
Posted: 10 Oct 2016 | Published: 31 Dec 2014
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Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE:In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016
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Taking the First Step Towards Omnichannel? Key Insights From the Experts
sponsored by Genesys
WEBCAST:Omnichannel is the new norm in self-service, but not everyone is quite on board yet. In this webinar, experts including Kate Leggett, vice president and principal analyst at Forrester Research Inc., provide insights into omnichannel opportunities you can approach to improve the experience for your customers.
Posted: 28 Sep 2016 | Premiered: Oct 19, 2016
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Why Your Legacy Call Center's "End-Of-Life" Doesn't Mean the End for You
sponsored by Genesys
WEBCAST:This webcast explores why it's time to replace your existing legacy call center and offers expert tips for doing so. Uncover considerations on delivering an omnichannel experience.
Posted: 09 Mar 2016 | Premiered: Mar 30, 2016
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Five Ways to Optimize Your Customer's Journey through the Contact Center
sponsored by Genesys
WHITE PAPER:In this white paper, discover the five steps you can take to make sure your customer's journey through your contact center is enjoyable from beginning to end.
Posted: 29 May 2015 | Published: 31 Dec 2014
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Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST:Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016
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Why Omnichannel Experience Delivery is a Full Contact Sport
sponsored by Genesys
EGUIDE:Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.
Posted: 21 Jun 2016 | Published: 07 Jun 2016
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5 Tips for Building a Business Case for Replacing Your Call Center ACD
sponsored by Genesys
WHITE PAPER:Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.
Posted: 18 May 2016 | Published: 18 May 2016
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Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER:Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013
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Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER:The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014
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Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER:70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014
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Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER:This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014
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How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER:Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014
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How Cloud-Based Contact Centers Improve Customer Experience
sponsored by Genesys
WHITE PAPER:In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
Posted: 04 Jun 2014 | Published: 31 Mar 2013
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