May 19, 2013
Are you facing challenges with any aspect of Genesys support or development? If your initial implementation was by a large carrier or large global systems integrator you may want to optimize what you have or get the absolute most from your deployment? Maybe then it’s time to look for an independent, but contact center specific (Read the full article)
PSS is proud to be a sponsor and exhibitor at Genesys G-Force User Conference 2013 from May 14-16 in the Boca Raton Resort & Club. . Join us to learn more about customer contact solutions and best practices to help orchestrate a customer contact strategy. As a sponsor, we are pleased to offer you a (Read the full article)
More and more companies are now realizing the benefits of a smarter, flexible working policy, enabling their call center agents to work in locations that suit them best. The satisfaction of Home Agents has shown increases of 4 -10 points and overall operating expenses dropping by between 10-30% due to improved retention. So what’s driving (Read the full article)
The volume of text coming from social media, e-mail and online chat rooms has added yet another layer of complexity to customer service, voice is still the most important component part of understanding the customer experience in call centers. All of this data, if effectively measure and analyzed, can provide organizations with the utmost metric (Read the full article)
Is your support price going up? Is your provider just not interested in your business anymore? Don’t just renew your IVR support contract without reviewing the alternatives, it will be costing you money. Being told end of life does not mean end of value. There is an alternative ……..Design the support and maintenance you need (Read the full article)
Call center agents are not always customers’ first point of contact. For companies that use an IVR solution, the technology can make or break an interaction. Companies are expected to be responsive to client needs 24/7 so when poorly monitored IT solutions fail, the impact is significant. In the worst case the call center (Read the full article)
UK Bank and Insurance Customers Frustrated with Call Centre Service New research from has found consumers get most frustrated with their banks and insurance providers when communicating through the contact centre, affecting cross-selling and upselling opportunities and resulting in loss of customers. The study asked a sample of UK consumers about their attitudes towards (Read the full article)
“From IVR Legacy Support to Standards-Based Technology” This briefing focuses on the tools, technologies and service solutions that can be leveraged to support, enhance and modernize legacy systems. Providng significant return on investment to enterprises that have made the decision to budget for migration to one or more next generation capabilities and platforms. In (Read the full article)
“My IVR is End Of Life, Now What?” Many enterprises reached this point with their IVR system in the last few years. With the recent economic uncertainty, enterprises were wary of investing the time, financial resources and the risk associated with a major IVR upgrade. In this briefing you will learn: The technology (Read the full article)
A New Complimentary Executive Briefing Cloud based and hosted contact centers solutions are being considered by many enterprises. This briefing was written for contact center and IT leaders who want to understand the true costs, the range of business and technical risks and IT staffing issues involved in moving to the cloud and what PSS offers (Read the full article)
