Workforce Engagement

April 22, 2025

Spotlight on Success: Customer Innovation Awards Nominations Are Open

It’s the 20th anniversary of the Genesys Customer Innovation Awards. And this year, we’re going bigger than ever to celebrate...

Ginger Conlon

April 16, 2025

Four Real-World AI Use Cases of Customer Experience Success

Top athletes work tirelessly to hone their craft. Even at the pinnacle of their careers, the process is constant. The same is...

Ginger Conlon

April 10, 2025

Transforming Agent Performance with Real-Time Insights and Purpose-Driven QA

Delivering empathy, accuracy and personalization at scale is no longer a luxury — it’s an operational necessity. To meet...

Chris Aberle

April 9, 2025

AI in HR: Boosting Workforce Engagement and Retention

The use of artificial intelligence (AI) is already widespread in many businesses. In addition to the approved instances of its...

Keith Fulford

March 17, 2025

How AI and Automation for Supervisors Can Boost Efficiency and Employee Performance

Supervisors are responsible for ensuring customer interactions align with business objectives, operational efficiency benchmarks,...

Anik Dey

March 13, 2025

The State of Customer Experience: What Every CX Professional Needs to Know

Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are...

Greg Thomas

March 11, 2025

Creating a Seamless End-to-End Customer Experience

Today’s customers don’t experience your business in fragments — they engage with it as one continuous journey. Every...

Greg Thomas

February 11, 2025

AI-Driven Intelligence and the Evolving Supervisor Role

Contact centers are undergoing a massive transformation, integrating AI-driven insights to improve operations, enhance...

Herrick Mai

February 5, 2025

Proving CX ROI: Linking Customer Experience to Business Value

Customer experience (CX) is undergoing a dramatic shift. Once viewed as a cost center primarily focused on operational...

Ginger Conlon

January 30, 2025

Modernizing Workforce Engagement in the Age of AI

As artificial intelligence (AI) reshapes the customer experience (CX) landscape, many organizations recognize its transformative...

Ginger Conlon

December 18, 2024

Quality Intelligence: Redefining the Future of Contact Center Quality Management

In today’s digital age, contact centers are at the forefront of customer experience (CX) innovation, leveraging the power of...

Natalia Abad

October 9, 2024

4 Benefits of Modern Contact Center Workforce Management Software

In the digital age, workforce management (WFM) has become a pivotal piece of business success, particularly in the contact...

Natalia Abad

September 26, 2024

Speech Analytics Meets AI: A New Era in Quality Management 

Artificial intelligence (AI) continues its advance into every aspect of business operations, including speech analytics in...

Rakesh Tailor

September 23, 2024

Back to Basics: Inbound Contact Center Software

Delivering consistent, reliable and high-quality experiences in every channel your customers use to reach you is key to business...

Matthew Loebman

August 29, 2024

AI Copilots: Boost Agent Performance and Maximize ROI

Empowering agents is crucial to maximizing contact center performance. Artificial intelligence (AI)-powered agent copilots are...

Guilherme Quelhos