During our recent Genesys Best Practices webinar on 5 Steps for Building a World-Class Contact Center in 2014 we discussed the new customer experience model companies can adopt to address the changes in customer behavior and expectations coming in 2014. We also discussed the key capabilities to look for in a modern contact center solution to help you get there.
If you have yet to view the webinar, click the link above. Below is a recap of the question and answer session, providing....