All resources sponsored by:

Genesys

1 - 25 of 33 Matches
Trends 2016 The Future Of Customer Service
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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Self-Service 2016: Is It Time to Appoint an Omnichannel Guru?
sponsored by Genesys
WEBCAST:In this upcoming webinar happening on May 4, learn how omnichannel customer engagement will change the way you offer self-service and interact with your customers. Register now to learn about Irish telecom company eir's journey to delivering a great customer experience through personalization.
Posted: 15 Apr 2016 | Premieres: May 4, 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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The value of experience: How the C-suite values customer experience in the digital age
sponsored by Genesys
WHITE PAPER:To learn how companies manage their CX programs, the Economist IntelligenceUnit (EIU) conducted a global survey of 516 senior-level executives. This executive summary presents the highlights of the findings from the European subset of respondents. Discover what these findings mean for your customer experience programs.
Posted: 19 Feb 2016 | Published: 31 Dec 2015
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Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
WHITE PAPER:Where are your customers and what are they doing? Download this white paper now to learn more about the omnichannel revolution. Read on to discover how you can optimize your workforce to effectively serve customers on any channel.
Posted: 18 Feb 2016 | Published: 31 Dec 2015
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Five Capabilities to Look For In a Customer Experience Platform
sponsored by Genesys
WHITE PAPER:In this white paper you will learn how you can choose the right technology to design and orchestrate your customer engagement to deliver on customer expectations while simultaneously addressing your company needs.
Posted: 16 Feb 2016 | Published: 31 Dec 2015
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Contact Center Infrastructure and Software: Vendor Assessment
sponsored by Genesys
RESEARCH CONTENT:This vendor assessment examines the key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer-term strategies going forward. Access now for help in identifying vendors that suit the needs of your CCIS deployment projects.
Posted: 15 Feb 2016 | Published: 31 Jul 2015
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Best practices for a seamless Omnichannel Customer Experience
sponsored by Genesys
WHITE PAPER:It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.
Posted: 12 Feb 2016 | Published: 12 Feb 2016
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5 Steps to Building a Customer Experience Driven Contact Center
sponsored by Genesys
WHITE PAPER:In a recent survey of over 2,000 business executives, sales and service departments are now the top two areas for software and strategic investments – Is your business onboard? In this e-book, uncover 5 steps to building a customer experience driven contact center.
Posted: 12 Feb 2016 | Published: 12 Feb 2016
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5 Critical Requirements For a Future Ready Contact Center
sponsored by Genesys
EBOOK:Is your contact center future-ready? In this e-book you will learn how to deliver an effortless customer experience across multiple channels.
Posted: 11 Feb 2016 | Published: 31 Dec 2014
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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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Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER:To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012
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Hosted Contact Center and On-Premises Centers Demystified
sponsored by Genesys
EGUIDE:Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.
Posted: 24 Mar 2014 | Published: 24 Mar 2014
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Workforce Management Applications: FAQ and Best Practices
sponsored by Genesys
EGUIDE:Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.
Posted: 21 Mar 2014 | Published: 21 Mar 2014
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How Leading Companies Provide Great Customer Experience
sponsored by Genesys
WHITE PAPER:Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
Posted: 14 Mar 2014 | Published: 14 Mar 2014
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Call Center Analytics: The Bottom Line
sponsored by Genesys
EGUIDE:This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.
Posted: 11 Nov 2013 | Published: 11 Nov 2013
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Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST:Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013
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ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels
sponsored by Genesys
CASE STUDY:This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
Posted: 16 Sep 2013 | Published: 28 Feb 2013
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UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
sponsored by Genesys
CASE STUDY:Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
Posted: 16 Sep 2013 | Published: 16 Sep 2013
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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
sponsored by Genesys
CASE STUDY:This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Posted: 13 Sep 2013 | Published: 31 Dec 2012
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