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Tech Talks in 20 focuses on the hottest tech topics in customer experience right now. When we talk tech, we cover everything from supercharging the customer experience with AI, to the latest tech trends in customer service and workforce engagement management, to what’s hot with bots, and to journey analytics and experience orchestration—plus, we reveal the data behind the latest CX tech trends—all in about 20 minutes.
Episodes
Wednesday Oct 19, 2022
Wednesday Oct 19, 2022
Technology should never be a barrier to delivering great customer experiences (CX). With the right training, it won’t be.
The real value of your CX tech depends on how well you use it. If agents aren’t using all the capabilities you’ve invested in, you’re missing a critical opportunity to optimize your operation. Boosting technology adoption sometimes can be an elusive goal. But focusing on one thing — agent training — can simplify the process and ensure success.
Inna Ekhaus, Vice President of Genesys Beyond, explains how CX managers can leverage agents’ enthusiasm for learning new skills to get more from their tech investments.