I feel like one of the lucky ones…..but let me explain! Several years ago I moved roles to support a new Funds & Custody related product in a large global… read more →
Each May, the OpenText team enjoys the fantastic opportunity to support our long-time partner SAP at the SAPPHIRE NOW conference. Few companies can stage an event the size and scope… read more →
Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective journey map shows you what it’s like to stand in… read more →
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed… read more →
Seven strategies for building trust in contact centers from Magnus Geverts of Teleopti Every year I get the opportunity to meet with hundreds of leaders from contact centers from all… read more →
Today, I’m pleased to announce that Genesys has completed our acquisition of Interactive Intelligence. With this announcement, Genesys ushers in a new era in customer experience. The combination of Genesys… read more →
A true sign that a tool is making a difference is when the contact center specialist begins an interaction with a caller saying things like: “This stuff just doesn’t work.”… read more →
Should the technological evolution continue at its current pace, all contact centers, even those that pride themselves on being the best, will eventually run out of luck if they fail… read more →
Today, I had to call a government agency to help me solve an issue. Past experiences had me realistically concerned that I would be stuck on hold for an eternity. … read more →
Introduction My entire career has involved customer service and helping companies find ways to improve it, and changing the game has been a passion I’ve been fortunate to share… read more →