Genesys GForce 2016 - Day 3

The results are in  and we wanted to be sure we had everyone's feedback before declaring with certainty that the #1 issue for contact center professionals - based on audience surveys, conversations at our booth, and attendee feedback - is attrition.

While IoT, Virtual Reality, and several other impactful technology trends were covered, and all are equally compelling and meaningful, the basic concept of maintaining a stable, engaged workforce is tantamount to best-in-class customer service.

We would like to leave you the following resources as we finalize our event coverage and look forward to meeting with customers and partners at the next event! (p.s.: make sure to check out our coverage of days 1 & 2...)

Our favorite sessions with slides

  1. Customer Journey Management and Employee Engagement
  2. Get the best out of your employees with omnichannel desktop management
  3. Cloud Contact Center Analytics for Business Optimization

Telus wins Customer Innovation Award

Telus Vice-President Terry Gardiner presenting his vision for Customer Experience Enablement

Telus Vice-President Terry Gardiner presenting his vision for Customer Experience Enablement

And we could not be more proud - great customer, and great example of canadian ingenuity in the contact center industry: 

The CX Hero — TELUS
Celebrating call center agents of the year

 

Presentation slides

 

 

 

nGUVU wins Demo Battle award

Genesys Demo Battle: on point with Employee Engagement

Genesys Demo Battle: on point with Employee Engagement

This one surprised us - we were up against 22 other great organizations, and finished with a bronze award. Not bad for a barely-2-year-old startup!

We admit to milking the drama surrounding the 2016 election campaign by our neighbors to the south, but it was all in good fun.

The final product

 

 

Highlights from day 3 - Genesys Gforce

Customer Journey Analytics powered by Virtual Reality

Customer Journey Analytics powered by Virtual Reality

Is VR the next step in optimizing the Customer Journey? 

 

 

 

 

 

 

Hurricane Matthew makes a guest appearance at GForce 2016

Hurricane Matthew makes a guest appearance at GForce 2016

Outside the Fontainebleau in Miami, FL. on Oct. 6th. We were lucky - flight delays were our only concern

 

 

 

 

 

 

 

Watson made waves

Watson made waves

IBM Watson is helping contact centers make informed decisions powered by Deep Learning analytics.

The latest on IBM Watson for the Call Center


With this final installment of last week's G-Force event, we would like thank our gracious hosts with Genesys for providing safe harbor to those of us unable to travel due to Hurricane Matthew. We appreciate the impromptu mixer & accommodations.