We are currently seeking an experienced SQL Engineer with Genesys PureConnect background to join our team.  Genesys certification are a plus.  We are looking for a permanent Sr. Engineer preferably to work on-site in Maryland, but open for remote position ...

Here is an article I find interesting, regarding the shift in Customer Experience emphases and trends for 2018. It was written at the end of 2017, so we can look back and see how things have really panned out based on the predictions. https://experiencematters.blog/2017/12/21/14-customer-experience-trends-2018/ ...

We're looking for a junior and senior Genesys engineer to join our Conduent EMEA team! Details can be found at  https://jobs.conduent.com/job/almere-stad/functioneel-applicatiebeheerder-cic/13016/7526387 Translation is available. Conduent ...

Thanks for the replies Guys, much appreciated :-) ------------------------------ Matthew Calton Grove & Dean Ltd ------------------------------

I hope that I can be there! :D ------------------------------ Carlos Eduardo Santos UOL - Universo Online ------------------------------

Hi  Santhakumar, Absolutely! Depending on the content, it may be best suited as a library entry, but if you want to start a discussion around it, feel free! Looking forward to seeing what you come up with. Cheers, Matt ------------------------------ ...

With the current emphasis on Customer Experience (CX) rather than just customer satisfaction or customer service, I am wondering how many of you out there have a Director of Customer Experience, or VP of CX, or even a Chief Experience Officer (CXO) / ...

We at our contact center business, many people are using customer experience and customer service interchangeable but looking closer, there is a big difference - I wrote a blog on the topic. What is your take - I love to hear your thoughts? Where do think ...

What tools and methodology are you using to design your contact center experience? Have you thought about looking at Service Design methodologies? Here is a link with my interview with one of the gurus one Service Design. https://www.genesys.com/blog/post/take-the-service-design-challenge-qa-with-marc-stickdorn ...

FCR (First Contact Resolution) is typically used as a measurement of customer experience and the majority of consumers rank FCR as most valued in a customer service interaction. Yet for many companies, measuring FCR accurately can be difficult. For ...