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Driving Impactful Customer Engagement: Integrating Customer Journey & Flow Performance Views in Genesys Cloud

Driving Impactful Customer Engagement: Integrating Customer Journey & Flow Performance Views in Genesys Cloud

Thursday, November 14, 2024
10:00 am - 10:30 am (PST)

Transform your customer service approach with Genesys Cloud’s Customer Journey feature and Flow Performance views. In this session, our experts will walk you through the process of enabling the Customer Journey feature, equipping agents with detailed interaction histories that enable them to anticipate customer needs and deliver personalized support. Additionally, you’ll learn how to effectively set up Flow Performance views, which provide insights into service patterns and self-service effectiveness. By leveraging these actionable insights, you’ll discover strategies to optimize your customer interactions, ensuring a seamless, data-driven experience that elevates satisfaction and loyalty. 

Overcoming Workforce Management Challenges

Overcoming Workforce Management Challenges

Thursday, November 21, 2024
10:00 am - 10:30 am (PST)

Gain valuable insights into tackling workforce management challenges. In this session, our experts will explore strategies for refining scheduling processes, improving forecasting accuracy, and enhancing performance management. Additionally, we’ll explore cutting-edge technologies shaping the future of workforce management, providing you with the tools to drive operational efficiency and adapt to an evolving landscape.