Is your Customer Engagement world a Mystery House?
The Winchester ‘Mystery’ house is a well known Northern Californian landmark near San Jose. It was once the personal residence of Sarah Winchester, widow of the gun magnate William Wirt Winchester. The...
View ArticleThe Art of Virtualization = Company-Wide Resource Utilization
At the recent G-Force Vienna event I was encouraging a customer to attend one of our sessions about virtualization and how to “make it real.” Imagine my surprise when he told me: “We have been doing...
View Article7 Modern Routing Capabilities and You Need Them All!
Every time a customer contacts your organization, you must determine the best possible treatment. One that matches the intent and value of the customer and aligns with your service level objectives...
View ArticleCustomer Journey Redesigned: Looking Ahead to 2014
Genesys evangelist and former industry analyst Ian Jacobs is a featured contributor this week on the International Customer Management Institute’s (ICMI) Customer Management Blog. In his post, Customer...
View ArticleDon’t Leave Customer Experience at the Doorstep of Your Branch Office!
The continuous decline of branch office visits and the booming growth of digital channels are forcing retail banks to reinvent the role of the branch office touch point. In fact, retail branch visits...
View ArticleWhy Salesperson Handoffs to the Back Office Score More Sales!
You’ve made the sale – great! Now, how much time does your sales team spend processing the sale vs. moving onto the next sales opportunity? If you are a great salesperson or part of a great sales...
View ArticleConsidering a Cloud Contact Center? 5 Things Overlooked
So, you’re thinking about moving your contact center to the cloud? We’re not surprised – a cloud-based customer experience platform boasts multiple benefits, including scalability, agility and...
View ArticleIs Your Customer Experience a Strange Case of Dr. Jekyll and Mr. Hyde?
Strange Case of Dr. Jekyll and Mr. Hyde is the original title of a novella by the Scottish author Robert Louis Stevenson, published in 1886. The story is about a London lawyer named Gabriel John...
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