Why Don’t You Just TELL Me the Name of the Movie You’d Like to See?
I started working in the IVR industry in 1995. At that time, it was a little embarrassing to tell people what I did for a living. They really didn’t understand what Interactive Voice Response meant,...
View ArticleHow Should Businesses Handle Customer Complaints?
There are companies out there that are known to be customer service darlings. However, as hard as some organizations try to provide a positive customer experience all the time, a customer service issue...
View ArticleDear Bad IVR
Dear Bad IVR, Sorry I stopped contacting you…honestly? It’s not you, it’s me. I need more, I deserve more and I expect smartness and intelligence built into you. I do not call you to give me senseless...
View ArticleLeverage Cloud Contact Center for Personal Communications in Financial Services
Overall, the financial services industry has become increasingly competitive and customers have more options than ever, making personalized customer care critical to staying competitive and successful...
View Article7 Challenges in Writing Outbound IVR Scripts
Everyone agrees that a good first impression is key to starting a relationship off on the right foot. Today with all the channels available for customer communications be it email, social media, text...
View ArticleLessons in automated customer service! Are you getting it right?
Over the last few days it struck me that so often in customer service we do things that on the surface seem to be logical, even helpful, but too often actually add frustration or confusion when it...
View ArticleSelf-Service Meets Multi-Channel Support – 3 Best Practices [Webinar]
In today’s on the go 24/7 mobile world, enterprising companies need to establish convenient self-service tools to be there when customers decide the time is right for them to engage. Self-service can...
View ArticleTake Control of Your Outbound Customer Contact Strategy
From a customer’s perspective, there is often a fine line between being sent a reasonable number of communications from companies they do business with versus receiving a gluttony of repeat contact...
View ArticleImprove the Customer Experience with IVR: 4 Tips for Medical Providers
No one wants to spend time in the doctor’s office, but I have a four small children and it seems this past winter I spent days of my life there. But what makes the visits more tolerable as the staff...
View ArticleSelf-Service IVR Drives a Faster and Better CX
This week Genesys announced that our cloud solutions are available in the UK and Ireland allowing organizations of every size to more easily deploy a customer experience strategy in the Cloud. Cheers!...
View ArticleZendesk and Genesys Enhance Customer Experience in the Cloud
More than 300 million people around the world receive support from Zendesk-powered customer service departments and help desks. Now, Zendesk is taking their customer experience to the next level...
View ArticleSay Goodbye to Your ACD with a Cloud Contact Center
There are some things that get better with age, like wine, cheese and some life stories. Unfortunately, automatic call distribution (ACD) systems do not make the list! Here are some of the biggest...
View ArticleIf You Build a Cloud Contact Center, They Will Come!
Recently I was watching the classic baseball movie, Field of Dreams – you know, where the farmer hears the voice from the cornfield say, “If you build it, he will come.” The famous quote made me think:...
View ArticleHitting the Open Road Made Easy by Self-Service
We are in the height of the summer road trip season – packing up the car, turning up the tunes, hitting the open road, and eventually having to stop for gas. Over the years there has been a continued...
View ArticleCustomer Experience Experts to Speak at ITEXPO West
This week, our customer experience thought leaders are going to be speaking at ITEXPO hosted by TMCnet in Las Vegas. Genesys experts will participate in five different panels, offering attendees their...
View Article3 Reasons Why Cognitive Systems Will Revolutionize Customer Experience
Recently, the Wall Street Journal published a column with a provocative headline that read: It’s Time to Take Artificial Intelligence Seriously. In the article, the WSJ explains how artificial...
View ArticleBack By Popular Demand: Cloud Customer Service from Zendesk and Genesys [Demo...
Following the announcement of the Genesys-Zendesk integrated solution for cloud contact centers, we were confident that this easy and simple solution for less than 250 agents would excite the market....
View ArticleMake Self-Service Easy Like Sunday Morning
Today’s consumers are chronically pressed for time, constantly juggling responsibilities between home and work, and turning to technology to help simplify their lives. They depend on Facebook to track...
View ArticleInvesting In Your IVR Pays Off For Financial Services
When it comes to growing a portfolio, financial service organizations understand that making investments can be risky, but profitable. But, when it comes to investing in technology and processes to...
View ArticleIs Your IVR Ready to Greet Today’s Technology Savvy Customers? [Webinar]
Interactive voice response systems (IVRs) have been around since the mid-80s, greeting customers and allowing them to help themselves 24 hours a day. In many cases, the IVR has done such a great job...
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