Level Up CX Tech

Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority.

In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy, AI can enhance the customer journey and drive revenue. And with the right approach, contact centers can integrate AI-driven bots seamlessly for a fluid, satisfying customer experience.

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.

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.

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. 

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.

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.

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.

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.

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.

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.