Service delivery optimization: Increase enterprise efficiency and effectiveness

In many industries, including insurance, telecom and financial services, contacts centers handle a fraction of the activities that effect customer experiences.

This white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center.

It describes the type of solution required to address these challenges and shows how Genesys enables you to optimize service delivery across your entire enterprise.

• Bridging the great divide
• Five steps to an employee effectiveness model
• The power of context and persistence in voice self-service
• The cross channel customer experience
• The cost of poor customer service