Tech Talks in 20
S2 Ep. 2 Drive productivity with workforce engagement

S2 Ep. 2 Drive productivity with workforce engagement

July 28, 2021

A more engaged workforce is a more productive workforce. Getting — and keeping — your employees engaged requires a smart combination of culture, information and technology.

In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, talk about optimizing your team’s performance. They discuss ways to enhance the agent experience by deflecting repetitive tasks and serving up the most useful content.

An artificial intelligence (AI)-powered assistant frees up agents so they can focus more strategically on complex customer issues. Plus, they’re better informed to make decisions about their time and productivity. 

S2 Ep. 1 Delivering empathy — no agent required

S2 Ep. 1 Delivering empathy — no agent required

July 13, 2021

Delivering empathetic customer experiences doesn’t simply mean being nice. It’s also means truly understanding and meeting your customers’ needs. Sometimes that requires an agent to listen carefully; sometimes it doesn’t require an agent at all. If you’re only able to deliver empathy to your customers when they talk to an agent, you’re missing opportunities to create an outstanding experience.

In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, discuss how to integrate artificial intelligence (AI) and machine learning to better understand your customers’ intent and more effectively meet their needs. That’s the very definition of empathy.

Meet your hosts: Introducing Ginger Conlon and Michael Logan

Meet your hosts: Introducing Ginger Conlon and Michael Logan

July 13, 2021

Season two of Tech Talks in 20 kicks off with two new hosts and a ton of valuable insights into how you can use technology to compose and deliver customer experiences with empathy.

Ginger Conlon, Genesys Thought Leadership Director, brings years of industry perspective to each episode. Previously chief editor of several industry publications, Ginger is passionate about technology trends that enable marketing, support sales, and improve the customer experience.

Michael Logan, Senior Strategic Sales Consultant at Genesys, spends his days learning about contact center challenges from Genesys customers and prospects. With endless curiosity, he mines that deep knowledge to offer insight into the future of customer and employee experience.