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Journey Mapping: Chart the moments that matter most

Journey Mapping: Chart the moments that matter most

Published By: Research Desk Released: Mar 10, 2022

Your customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to…

3 Steps To Modernizing The Government Contact Center

3 Steps To Modernizing The Government Contact Center

Published By: Research Desk Released: Mar 10, 2022

Whether it’s a simple question or a complex issue, citizens expect to receive the same great customer experience from government agencies that they receive from the private sector. To resolve…

Five Steps to Master Digital Customer Engagement

Five Steps to Master Digital Customer Engagement

Published By: Research Desk Released: Dec 02, 2021

Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right. Web chat, social messaging apps and chatbots hold tremendous potential…

A Practical Guide To Mastering Bots

A Practical Guide To Mastering Bots

Published By: Research Desk Released: Dec 02, 2021

Bots do more than automate self-service. When used strategically, chatbots elevate the customer experience (CX) and provide measurable gains for your business. And by taking on mundane, repetitive tasks, bots…

2021 Gartner® Magic Quadrant™ For Contact Center As A Service

2021 Gartner® Magic Quadrant™ For Contact Center As A Service

Published By: Research Desk Released: Dec 02, 2021

Genesys was proud to be named a leader in the 2021 Gartner CCaaS Magic Quadrant report. Working together with our customers, we’re enabling organizations of all sizes to deliver the…

Five Steps to Master Digital Customer Engagement

Five Steps to Master Digital Customer Engagement

Published By: Research Desk Released: Dec 02, 2021

Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right. Web chat, social messaging apps and chatbots hold tremendous potential…

The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

Published By: Research Desk Released: Dec 02, 2021

The COVID-19 pandemic shed light on the need for contact center modernization to provide seamless customer experiences and to eliminate repetitive tasks. This crisis also revealed the important role of…

2021 Contact Center Buyers Guide

2021 Contact Center Buyers Guide

Published By: Research Desk Released: Dec 02, 2021

The last year has profoundly changed the way we live, work and do business. Contact centers were under increased pressures to accelerate digital transformations, including moving to remote working, adopting…

Journey Mapping – Chart the Moments That Matter Most

Journey Mapping – Chart the Moments That Matter Most

Published By: Research Desk Released: Dec 02, 2021

Your customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to…

Seven Best Practices for Building Customer Loyalty

Seven Best Practices for Building Customer Loyalty

Published By: Research Desk Released: Dec 02, 2021

Happy customers often become loyal ones. And those loyal customers not only reduce your marketing costs and purchase more products, they also become brand advocates whose influence in digital channels…

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