All resources sponsored by:

Genesys

1 - 25 of 45 Matches
5 Tech Trends Redefining The Customer Experience
sponsored by Genesys
WHITE PAPER:The defined customer experience is always changing. With the growth of the digital era, it's important to shift your business in the right way – and interact with your customers the way they want. In this white paper, discover the 5 biggest tech trends that are redefining the customer experience, and learn how to harness them for your business.
Posted: 27 Feb 2017 | Published: 27 Feb 2017
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Case Study: How Atom Bank Used CEM To Become The UK's First All-Digital Bank
sponsored by Genesys
VIDEO:In the digital age, it's become necessary for businesses to constantly rework and reimagine how they interact with their customers. In this case study, learn how Atom Bank became the UK's first all-digital bank. Discover how customer experience technology was implemented to allow customers to communicate using voice, chat, email or social media.
Posted: 27 Feb 2017 | Premiered: 27 Feb 2017
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How To Help Your Contact Center and Keep Customers Happy
sponsored by Genesys
PRODUCT OVERVIEW:The ability to manage interactions across channels as a single, coherent conversation is key to keeping your customers engaged and happy. In this product overview, learn about how Conversation Manager from Genesys, a customer experience management platform, can help your contact center.
Posted: 24 Feb 2017 | Published: 24 Feb 2017
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Vodafone GmbH Enhanced Customer Experience Across Channels
sponsored by Genesys
CASE STUDY:Mobile phone network company, Vodafone GmbH, knew they needed to enhance their customer service. Previously, their communication channels operated in silos that caused customer frustration. Discover how Vodafone GmbH was able to accomplish this goal, and also enable a high-quality mobile app for their customers.
Posted: 23 Feb 2017 | Published: 23 Feb 2017
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Why Omnichannel Customer Engagement Is No Longer Optional
sponsored by Genesys
WHITE PAPER:Only a mere 7% of customers are extremely satisfied that brands provide a seamless, integrated customer experience across all channels, and omnichannel engagement nearly triples customer retentions. Judging by the numbers, omnichannel is no longer optional. Read this report to uncover how you can integrate omnichannel into your CRM system.
Posted: 23 Feb 2017 | Published: 23 Feb 2017
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How Retailer Marks and Spencer Is Raising The Bar In Customer Service With Omnichannel Technology
sponsored by Genesys
VIDEO:Most customers today expect that companies will perform well across all available channels. But the reality is that some companies may rate highly with customers with one channel, while lacking in another. Inside, learn how leading retailer Marks and Spencer is using an omnichannel engagement platform to help raise their customer experience bar.
Posted: 23 Feb 2017 | Premiered: 23 Feb 2017
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eBook: Evaluating Prospective Cloud Applications
sponsored by Genesys
WHITE PAPER:There are big differences between hosting a legacy application, a multi-tier application, and a system that can actually take full advantage of the cloud's capabilities. Consider all this and more in this eBook for evaluating prospective cloud applications.
Posted: 22 Feb 2017 | Published: 31 Mar 2016
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TOPICS:  Cloud Computing

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER:This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017
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A Hybrid Approach to Cloud Communications
sponsored by Genesys
WHITE PAPER:Access this white paper to learn more about cloud communications, and why hybrid cloud communications are a particularly popular option.
Posted: 21 Feb 2017 | Published: 21 Feb 2017
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TOPICS:  Cloud Computing | VoIP

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE:In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017
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Gartner Report: Critical Capabilities for Contact Center Infrastructure
sponsored by Genesys
RESEARCH CONTENT:Contact Center Infrastructure (CCI) evaluation is a technically complex process that's further complicated by the different requirements for omnichannel, high availability, and integration as part of a Customer Engagement Center (CEC). Access this report to learn about 9 critical capabilities for evaluating CCI, 3 CCI use cases, and more.
Posted: 13 Jan 2017 | Published: 19 May 2016
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5 Capabilities to Look For in a Customer Experience Platform
sponsored by Genesys
EBOOK:In this e-book, learn 5 key features that you need in your next customer experience platform. Discover the benefits of a single platform for distribution and optimization, SLA adherence across all engagement channels, flexibility for cloud, on-premises or hybrid environments, and more.
Posted: 13 Jan 2017 | Published: 13 Jan 2017
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Manage Your Digital Workforce for Omnichannel Success
sponsored by Genesys
WHITE PAPER:In this white paper, you'll learn how to manage your digital workforce to provide the best omnichannel customer service possible. Discover ways to drive revenue and satisfy customers.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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Digital Transformation for Midsize Contact Centers
sponsored by Genesys
EBOOK:As a result of digital technologies and e-commerce transformation, an omnichannel customer engagement strategy is necessary for growing contact centers. This e-book examines problems surrounding omnichannel customer engagement and technology traps that midsize contact centers often fall into.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER:Explore 7 steps to meet your customers' needs by designing a cross-channel CRM experience that is personalized, context-based, and low effort. Learn the benefits of designing a consistent experience, personalizing that experience with contextual information, employing behavioral analytics, and more.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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Transforming Customer Experience In The Digital World
sponsored by Genesys
WHITE PAPER:Today, less than 50% of customers are satisfied when switching channels. Learn how to optimize the digital experience in the contact center with a consistent experience for customers.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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Five Tips for Mastering Digital Customer Service
sponsored by Genesys
WHITE PAPER:As contact center engagement reaches critical mass, customers now expect the same level of service from digital and voice interactions. Discover ways to provide a seamless experience as your audience navigates across multiple channels.
Posted: 10 Jun 2016 | Published: 10 Jun 2016
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Analyst Report: Contact Centers Must Go Digital
sponsored by Genesys
WHITE PAPER:Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in contact center technology and operations.
Posted: 10 Jun 2016 | Published: 03 Apr 2015
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10 Trends for AD&D Pros To Deliver Customer Service Excellence
sponsored by Genesys
WHITE PAPER:This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.
Posted: 25 Apr 2016 | Published: 25 Apr 2016
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How to Transform Digital Customer Experiences for the Connected Customer
sponsored by Genesys
WHITE PAPER:In this thought-provoking report, Brian Solis, a digital analyst and futurist, identifies the gaps and closes the loop in digital transformation.
Posted: 03 Apr 2015 | Published: 10 Mar 2015
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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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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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