Subject:::How Genesys Took Sky's Customer Experience to the Next Level - CUSTOMER
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CUSTOMER
CUSTOMER : 1/28/2015 eNewsletter
 

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While it's becoming increasingly clear that customer service is, in the end, only a part of the overall customer experience, there's no denying that it is a major part of the process, so focusing on customer service is likely to at least help the customer experience as a whole. Recently, Sky-one of the biggest names in entertainment in the U.K.-turned to Genesys to help get the best in customer experience going, and it started with, not surprisingly, customer service.
With modern WFO and scheduling solution, the creation of schedules is a more transparent process. Employees can access schedule details when they need to (even from phones and tablets), so they feel less like orders from on high. Employees can automatically bid for overtime and/or vacation time based on parameters like performance or seniority, and workers can even swap shifts with one another without a manager's input as long as they have the right skills.
In today's competitive retail landscape, businesses are pushing the envelope and getting creative when it comes to building an engaging customer experience. With communication technology evolving all the time, digital signage and personalization have become key ways for businesses to draw consumers in. And for Microsoft, already a leader in virtual tech, this seems like a logical strategy.
Tips for success - they tend to grab our attention when we see them in a headline or a teaser in a social media post. We all want to succeed in our endeavors and do our best to learn the latest and greatest when it comes to driving the best results. The same is true for those in call center management. With so many balls in the air at any given time, it helps to have a bit of clear direction.

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