Guest: Colin Kennedy, COO at Shelf

Genesys Admin Training: Holiday Scheduling & Routing

With the holiday season comes increased customer demand and shifts in operating hours, making it essential to have the right scheduling and routing strategies in place. In this video, our experts will show you how to configure holiday schedules and adjust routing on the Genesys Cloud platform. Ensure your contact center is prepared to deliver consistent, high-quality service throughout the holiday season by learning the best practices for efficient scheduling and routing.

From Set Up to Success: Turning on Phone for Microsoft Teams

Finding, implementing, and adopting a user-friendly solution for communications is no small task. Moreover, when people get used to using Teams for chat and collaboration, they naturally ask, 'Why can't we use it to make phone calls too?' In this video, we take an in-depth exploration of the Teams Voice Solution.

Mitel MiVoice Connect End of Life: Strategic Approaches for an Effective Migration

As Mitel's MiVoice Connect approaches end of life, organizations must act swiftly to ensure a smooth transition. In this video, we explore the common themes emerging from the EOL announcement and provide practical insights on planning your migration strategy. You'll learn effective pathways to new communication solutions and discover how InflowCX can support you in making informed, data-driven technology choices to ensure long-term success.

Leveraging Genesys Gamification for Improved Agent & Customer Experiences

Discover how Genesys gamification can elevate your contact center by boosting both agent performance and customer satisfaction. In this video, our experts dive into the core principles of gamification, offering insights into how increased visibility and self-correction drive continuous improvement. Plus, you'll learn how to create engaging profiles and metrics that foster accountability and make daily tasks more enjoyable.

Optimizing Your Support Experience: Troubleshooting Essentials with InflowCX

Elevate your support experience with InflowCX’s Managed Services team. In this video, our team will guide you through the process of gathering and submitting logs, opening cases, and the critical role of early issue capture in troubleshooting. You’ll discover how to interact with our team effectively, including when to call versus using our portal, and gain insights into log retention policies for various platforms. Mastering these essentials will help you get the most out of your support package and help get your technical issues resolved more efficiently.

Humanizing the Patient Experience in a Digital World

Join InflowCX, an Amplix company, and Five9 for an informative session as we discuss the pivotal role of effective communication in transforming the patient experience (CX) within healthcare settings. As the healthcare landscape becomes increasingly patient-centric, understanding and addressing the communication needs of patients is crucial for delivering exceptional care and enhancing patient satisfaction.

Level the Playing Field with Genesys Workforce Engagement Management

In this video, our experts guide you through the powerful features of Genesys Workforce Engagement Management (WEM). This session will provide a high-level overview of how Genesys WEM can provide the tools to equip your operations to balance and grow your workforce effectively.

Adopting Generative AI Safely and Effectively in Your Contact Center

Join us as we explore the advantages of generative AI and guide you through its responsible use in your contact center. While Generative AI presents exciting opportunities, it can also bring potential risks, such as producing inaccurate results, undesirable behaviors, and pose new data security and privacy concerns. If not carefully implemented, AI may add complexity instead of simplifying processes. With a thoughtful approach, generative AI can transform contact centers by streamlining agents' workflows, boosting productivity, and decreasing wait and handle times. As this innovative technology progresses, it changes the landscape of customer interactions and support staff operations. Tune in now to discover how to responsibly harness the potential of generative AI in your contact center.

What is BYOC and Why is it Critical in Your UC & CX Strategy?

Join us for an engaging Fireside Chat featuring industry leaders from ATLaaS and Sinch as we explore the strategic advantages of Bring Your Own Carrier (BYOC) and its profound impact on modern UC and CX strategies. In this video, you'll discover how BYOC enables businesses to fortify their infrastructure by enhancing redundancy, ensuring seamless communication experiences for customers across channels.