CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. In these uncertain economic times, contact centres need to find new ways to achieve more and regret less. This is where an investment in analytics pays off for example.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). References – State of the Contact Center 2022.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

VDS

SEPTEMBER 6, 2023

This collaboration between Genesys Cloud and Salesforce is set to redefine the customer experience landscape. Customization: Customization options are limitless, allowing organizations to leverage Salesforce Einstein AI, optimize workforce management, and create unique customer and employee experiences tailored to their specific needs.

Customer Experience 52

Customer Experience Contact Center Employee Experience Insights 52