Tech Talks in 20
S2 Ep. 4 Engage customers through social channels

S2 Ep. 4 Engage customers through social channels

September 1, 2021

Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high.

In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to enable seamless omnichannel experiences with less burden on the contact center.

S2 Ep. 3 Meet your customers on their preferred channels

S2 Ep. 3 Meet your customers on their preferred channels

August 16, 2021

The digital world moves fast, with new channels popping up and capabilities evolving constantly. As your customers adopt these new communication options, their behaviors change — and so do their expectations.

In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, offers her insights into how contact centers can adapt to the changes and still deliver an outstanding customer experience. The bottom line: Meet customers where they want to be. And that means more than just showing up on the right channels. You also need the right technology. With rich media, artificial intelligence (AI)-powered bots and predictive engagement, you can deliver on customers’ expectations for speed, convenience and empathy on every channel they choose.

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.

S1 Ep. 10 Design systems: Build better and faster with shared wisdom

S1 Ep. 10 Design systems: Build better and faster with shared wisdom

February 10, 2021

Building new features every week in the Genesys CloudTM platform takes expertise. Developers need the domain know-how to create powerful tools their end users will love. But it's unrealistic to expect every developer to understand intuitive user interfaces and best practices. If the new feature isn't easy to use, end users will waste valuable time setting it up.

In this episode, Leon Vymenets, Director of Design Systems at Genesys, explains how design systems create a better user experience with a central source of guidelines. Developers can build things faster for their end users. And end users benefit from more consistent and easy-to-use interface features.

S1 Ep. 9 Extend your customer experience with the Genesys Cloud platform

S1 Ep. 9 Extend your customer experience with the Genesys Cloud platform

December 17, 2020

Businesses have the vision of providing a great customer experience. But siloed technologies and existing investments prevent them from making that vision a reality. Technology should be the foundation for growth. It should allow teams to serve their customers — not question what’s possible.

In this episode, Becky Powell and Randy Carter discuss how a platform can be the root for great customer experiences. The Genesys Cloud platform isn’t just a set of features, neatly wrapped into a user interface. It's a foundation of APIs, integrations, developer tools and extensible services designed to knock down silos. And it can help you build a better customer experience.

S1 Ep. 8 Creating your best work environment with Gamification

S1 Ep. 8 Creating your best work environment with Gamification

October 28, 2020

Contact center managers want their employees to do the right thing. But balancing time for training, time off and which metrics constitute a job well done can be overwhelming. Gamification creates a fun work environment that also offers the flexibility to make their own decisions. And it encourages employee growth — without restrictive oversight.

 

In this episode, Michael Logan, Senior Consultant at Genesys, takes us through the concept of gamification in a contact center. He discusses our instinct to compete, how to encourage self-improvement using the right metrics and ways to keep mental health front and center. He'll also talk about employee retention and developing a mentor/mentee training relationship.

S1 Ep. 7 Sharpen your skills through the Genesys Developer Center

S1 Ep. 7 Sharpen your skills through the Genesys Developer Center

September 16, 2020

Contact center technology evolves rapidly, which can make it difficult to keep up. As a developer, you need to stay on top of the trends like artificial intelligence (AI) and bots. But it’s also vital to have a place to find answers to your questions about solutions you use every day.

In this episode, Jim Crespino, Senior Director of Developer Evangelism at Genesys, takes a deep dive into the Genesys Developer Center — the hub that makes developers more productive. Jim outlines all the great resources in the center, including API documentation, tutorials, blogs, a forum, the DevCast and newsletters. He’ll also talk about some of the cool development work going on with the Genesys Cloud platform — and explains how you can get involved.

S1 Ep. 6 Exploring the four waves of AI

S1 Ep. 6 Exploring the four waves of AI

September 2, 2020

Companies embarking on a digital transformation are using artificial intelligence (AI) to better understand and personalize customer interactions at scale. But AI has the potential to do so much more. In this episode, Sergio Coretti, Vice President of Business Consulting Sergio, describes the four waves of AI. He breaks down the technology into levels of capabilities, outlines which wave we're in now and explores where we’re heading. This episode will help you understand the data needed to create a solid foundation now — and explain how to build on it for the future.