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Speakerii Customer Care Conference and Expo - Apostolos Kemos, Sales Director Genesys

Apostolos Kemos, Sales Director Genesys
Contact Centers have become highly efficient and effective organizations when it comes to handling different types of communication channels such as voice, email, chat and even social media interactions. When it comes to following up on a customer conversation or managing offline work tasks, efficiency levels drop drastically as these offline work items are not managed through the same principles as interaction channels. In the typical customer service organization, offline work items are unmanaged and the time required to address them is untracked. This makes it nearly impossible to optimize the productive time of your agents. Back office departments can be far less efficient than frontline operations. Work items are kept in a multitude of different applications or systems and your employees spend unproductive time <<searching>> for the next task to tackle or, worse still, <<cherry picking>> the tasks they enjoy, instead of handling the most important tasks.