Genesys Webinar Shares Best Practices for Smart Customer Service

Global webinar on August 19 to provide insights for moving beyond queue-based routing

SAN FRANCISCO--()--Genesys (, the market leader in omnichannel customer experience (CX) and contact center solutions, today announced the best practice web event titled, “Moving Beyond Queue-Based Routing for Smart Customer Service.”

“Moving Beyond Queue-Based Routing for Smart Customer Service”

The August 19 webinar will feature Genesys customer experience experts Chris Horne, senior manager of product marketing, and Charles Godfrey, senior principal business consultant, sharing best practices for delivering smart customer service using a data-driven approach that can be measured, optimized and personalized. This approach is the future of contact center routing, which enables new levels of personalization tailored to specific customer needs.

Attendees can expect to gain valuable insights from Genesys about how market leading CX brands are using a smart customer service approach to deliver the following business outcomes:

  • 20% increase in First Contact Resolution
  • 30% reduction in Call Transfer Rate
  • 44 seconds reduction in Average Handle Time
  • 10% increase in CSAT

Click here to register for “Moving Beyond Queue-Based Routing for Smart Customer Service,” which will be presented Live for North America, Europe, Latin America and Asia-Pacific time zones. Registered participants will receive a recording of the web event, along with the tip sheet, Best Practices for Contact Center Routing.

About Genesys

Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at, call us at +1.888.436.3797 or engage with us on Twitter: @Genesys.


Group SJR for Genesys
Chelsea D’Angelo or Alexis Malure, 917-934-3914