ServiceUnplugged

Have you heard of personal agent greetings?  Its a way to automate the first few seconds of customer to agent interaction.  My guess is its used infrequently by contact centre managers that insist on de-personalising and de-risking the introduction part of the conversation.  After all, why would anyone want to reduce that most important time […]

Over on the 1to1 Blog today Elizabeth Glagowski was asking about our loyalty to Microsoft on the launch of Windows Vista.  I took exception to my favourite topic of the week - customer surveys and relying on them without thinking twice.
Hi Elizabeth, interesting post, thank you.
I commented yesterday on a very similar topic, about […]

A recent posting to GetHuman.com alerted me to another example of customer surveys. Vocalabs recently surveyed a customer after a seeming bad experience with one of Dell’s support lines. You can listen to the Customer-to-Dell exchange and see what you think. My initial reaction was one of confusion… here is my comment […]

I recently took my BMW car for a service at BMW of Concord which was a thoroughly pleasant experience.  Its the first time I’ve been there, but the check-in was painless, the coffee tasted good and I didn’t feel uncomfortable whilst discussing the few items that I wanted to have looked at.  I was called […]

Every year the annual sales kick-off gives us a great opportunity to meet colleagues from around the world, making and renewing friendships.  This annual bash is designed to energise, inform and prepare Genesys for the challenges of the upcoming year as well as provide a review of the past year.  Some interesting facts from 2006:

Revenues […]

Well… actually it’s not, but Jacob Murray-White traveled from Australia and had a call from United informing him of a problem with his luggage.  He doesn’t know what happened, but the metal, plastic and ballistic material were shredded on his trans-Pacific flight.  He assured us that United had taken good care of him but I […]

One of the great pleasures of my job at Genesys and a function of our size in the industry are the number of people that want to talk.  This is particularly true of start-up technology companies that see Genesys as a potential partner and/or client.  One of the greatest challenges however is making a call […]