Our presenter, Stuart Geros, (Chief Product Officer of Prophecy International), will show you how Advanced Analytics can take your Genesys Contact Center investment to the next level.

Learn how to harness existing knowledge in your Contact Center and share it with everyone who interacts with your customer.

Knowledge Management has been referred to for years as Frequently Asked Questions (FAQ). Is it really?

Are you feeling the pressure from the ever-increasing demands of providing an omnichannel customer experience?

The number of communication channels provided by the typical contact center is staggering and the pressure to add even more is mounting. If you can relate, you won’t want to miss the webinar.

Did you know that by 2017, Gen Y will outspend Baby Boomers?

This year alone in the U.S., Gen Y will collectively shell out $240 billion. That incredible buying power from such an intriguing generation poses unique challenges for contact centers.

Would your customers get the same answer if they asked two different contact center agents the same question?

Would your agent’s response be the same as the information posted on your website, mobile app or Facebook page?

When someone says “multi-channel,” do you break into a cold sweat thinking about the last time you had to learn a new remote control for your television?

Take a practical look at Multi-Channel Technology and the positive impact it will have on your customers and your business.

Many organizations today are flooded with customer emails.

These are important communications from your customers, but tracking and responding to them can be taxing and straining for resource-strapped contact centers.

Learn how to efficiently take advantage of the treasure trove of information that comes in every day through email.

Learn how to balance your business strategy with consumer needs and successfully navigate the process of IVR design, implementation and monitoring.

“83% of customers say they will avoid a company after a poor experience.”

This webinar will help you balance your business strategy with consumer needs and successfully navigate the process of IVR design, implementation and monitoring.

Wouldn’t it be great if you could look through the eyes of your customers and understand their experience with your organization?

Customer Experience (CX) Journey Mapping is a customer-focused, in-demand methodology that allows you to look through your customers’ eyes and understand their experience with your organization.

“By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” (Source –Gartner).

So, how do you prepare?