The start of 2022 marks two years since the COVID-19 pandemic began. And now it’s clear: The global pandemic has permanently changed the way we live, work and do business. Customer experience (CX) leaders are prioritising solutions that give organisations the agility needed for swift, sustainable differentiation — no matter what changes the future holds.
Today’s students expect and demand a whole range of ways to contact their preferred universities and for the applications process to be smoothly managed through those same channels. A traditional voice-based PBX exchange is ill-equipped to meet those expectations, or to handle the speed and complexity of customer service interactions in the digital age. And
Use this ebook to determine which phase of your digital engagement journey you’re in — and how to advance to the next.
In this eBook, we’ll explore the biggest customer service trends in BFSI today, how you can act and respond effectively to them, and where we expect 2021 will take us next.
This Whitepaper explores the changes in consumers’ channel preferences and satisfaction, the devices they’re using to interact with businesses, trends in personalization and how consumers are using social media to advocate for the companies that provide excellent service.
Focus on your employees’ needs and they’ll contribute to your success. Workforce engagement uses artificial intelligence (AI)-powered tools and processes to simplify performance and quality management — and flexible forecasting and scheduling. When employees feel valued, supported and engaged, you have a direct path to improve customer satisfaction. Read this guide for more information.
In May and June 2021, Genesys partnered with The Valuegraphics Project on a global survey of 16,671 contact centre employees in sales, customer care and tech support. This survey focused on their personal values — what they care about most in life. Download this whitepaper for mor information.
Industries are shifting focus from workforce optimization to workforce engagement management (WEM). They’re moving from only monitoring productivity numbers to analyzing data from all parts of the contact center. In fact, 86% of organizations now consider employee engagement to be of equal or higher importance than other factors. Download the whitepaper for more information.