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Sponsored by Forty 7 Ronin

Genesys Reporting Solutions come in four general categories. The good news is that while some reports are standard (e.g. out-of-the box), others are highly-customizable to your particular industry and organization. Download now to learn more!

Sponsored by Verint

Transcription, part of Verint’s methodology for analyzing unstructured data, is transforming the way leading organizations do business, enriching artificial intelligence, automation, predictive, and big data activities.  Continue reading to learn more

Sponsored by Convergys

Your IVR reflects your company’s brand. Following these simple steps will help ensure it gives your prospects and customers the best experience possible.  Download Now!

Sponsored by ARGOS Computer Systems

The main point made throughout this paper is that an interpreted architecture grants immunity to change. It protects the most expensive component of the system, the script (and its regulatory and compliance requirements) and is flexible enough to adapt to the technology changes that come at an increasingly rapid pace.  Continue reading to learn more.

Sponsored by Upland Software

We’ve asked our clients and prospects to share with us their biggest customer service challenges as they entered 2017. They’ve told us where they need the most help, and we’ve incorporated their responses into this playbook that lets you know how your business compares to others and how you can deliver exceptional customer service.

The key challenges that we’ve uncovered are:
• The complexity of your business makes training and balancing staff difficult
• Agents spend too much time doing after call work
• Agents are constantly on a scavenger hunt for answers
• Increasing self-service adoption is a challenge
• Lack of a knowledge-sharing culture hinders problem resolution

Use this playbook as a reference guide so that you can address these challenges to transform and optimize the performance of your contact center.