In this article our discussion is specific to Genesys Contact Center and the use of virtual queues for reporting purposes. We should clarify that this article is not about virtual queuing or the concept of receiving a callback instead….
In the realm of contact centers, technology trends are moving at a lightning-fast pace. What was innovative five years ago has become undeniably outdated and inefficient. There also has been significant upheaval within the contact center industry…….
Just as businesses must evolve to stay successful, so do their contact centers. While shifting customer expectations and market trends can propel the need to scale a contact center, they aren’t the only reasons. In fact, there are many factors that indicate that it’s time for a change…..