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	<title>Genesys | Interactive Intelligence Blog</title>
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	<link>http://blog.inin.com</link>
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		<title>True Stories of Replacing Legacy Contact Center Solutions</title>
		<link>http://blog.inin.com/true-stories-of-replacing-legacy-contact-center-solutions/</link>
		<comments>http://blog.inin.com/true-stories-of-replacing-legacy-contact-center-solutions/#respond</comments>
		<pubDate>Thu, 23 Mar 2017 18:06:44 +0000</pubDate>
		<dc:creator><![CDATA[Vikas Kumar]]></dc:creator>
				<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[legacy contact center]]></category>
		<category><![CDATA[omnichannel]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2549</guid>
		<description><![CDATA[Organizations across all industries around the world are facing the reality that it has never been more important and more challenging to meet customer expectations. The contact center should no longer be considered a profit-draining cost center. Rather, it’s ground zero for where the commitment to the customer is continuously tested and proven. When every [&#8230;]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Frankenstein and IT Solutions: Ready for Omnichannel?</title>
		<link>http://blog.inin.com/frankenstein-and-it-solutions-ready-for-omnichannel/</link>
		<comments>http://blog.inin.com/frankenstein-and-it-solutions-ready-for-omnichannel/#respond</comments>
		<pubDate>Thu, 09 Mar 2017 16:52:15 +0000</pubDate>
		<dc:creator><![CDATA[Stefan Captijn]]></dc:creator>
				<category><![CDATA[Cloud Contact Center]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[omnichannel]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2542</guid>
		<description><![CDATA[Creating and sustaining customer relationships across assisted and self-service customer service has become a necessity. But as customers interact with businesses on multiple communication channels—IVR, web chat, social media, and more—customer journeys can begin and end anywhere. It’s up to IT to provide an enterprise architecture that enables the business to manage these channels in [&#8230;]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>6 Steps to an Effective Employee Performance Management Strategy</title>
		<link>http://blog.inin.com/6-steps-to-an-effective-employee-performance-management-strategy/</link>
		<comments>http://blog.inin.com/6-steps-to-an-effective-employee-performance-management-strategy/#respond</comments>
		<pubDate>Thu, 02 Mar 2017 17:28:21 +0000</pubDate>
		<dc:creator><![CDATA[Stefan Captijn]]></dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[contact center]]></category>
		<category><![CDATA[employee engagement]]></category>
		<category><![CDATA[employee performance management]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2536</guid>
		<description><![CDATA[Have you ever sat at a traffic light, wondering why it takes so long for it to turn green? Have you ever fantasized about owning one of those mysterious remote controls that would allow you to control all traffic lights on your drive? I know I certainly have. There is probably nothing more frustrating than [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/6-steps-to-an-effective-employee-performance-management-strategy/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
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		<title>5 Steps to Transition Away From Your Legacy Contact Center</title>
		<link>http://blog.inin.com/5-steps-to-transition-away-from-your-legacy-contact-center/</link>
		<comments>http://blog.inin.com/5-steps-to-transition-away-from-your-legacy-contact-center/#respond</comments>
		<pubDate>Wed, 22 Feb 2017 19:39:50 +0000</pubDate>
		<dc:creator><![CDATA[Guillaume Calot]]></dc:creator>
				<category><![CDATA[Cloud Contact Center]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Call Center Software]]></category>
		<category><![CDATA[contact center]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[cx]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2532</guid>
		<description><![CDATA[Nothing lasts forever. It’s a familiar saying and a simple concept in theory. Yet, in practice, it can be a difficult and costly lesson to learn. It’s only human nature to be comfortable with the status quo and resistant to change – even when making a change is the best decision. Many businesses are struggling [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/5-steps-to-transition-away-from-your-legacy-contact-center/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<item>
		<title>This Valentine&#8217;s Day, Make Your Customers and Employees Love You</title>
		<link>http://blog.inin.com/this-valentines-day-make-your-customers-and-employees-love-you/</link>
		<comments>http://blog.inin.com/this-valentines-day-make-your-customers-and-employees-love-you/#respond</comments>
		<pubDate>Tue, 14 Feb 2017 19:39:07 +0000</pubDate>
		<dc:creator><![CDATA[Rachael Royds]]></dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[contact center]]></category>
		<category><![CDATA[customer relationships]]></category>
		<category><![CDATA[employee engagement]]></category>
		<category><![CDATA[omnichannel]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2529</guid>
		<description><![CDATA[Whether you are in the dating phase with a customer or a long-term relationship, great communication is key to a successful customer relationship. The same can be said with the relationships with your contact center employees. They need training, coaching, and the gift of great tools to make them love their job. Make your employees love you, [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/this-valentines-day-make-your-customers-and-employees-love-you/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>Assessing Contact Center Fraud with Pindrop</title>
		<link>http://blog.inin.com/assessing-contact-center-fraud-with-pindrop/</link>
		<comments>http://blog.inin.com/assessing-contact-center-fraud-with-pindrop/#respond</comments>
		<pubDate>Tue, 07 Feb 2017 18:27:25 +0000</pubDate>
		<dc:creator><![CDATA[Juergen Tolksdorf]]></dc:creator>
				<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[contact center]]></category>
		<category><![CDATA[fraud]]></category>
		<category><![CDATA[fraud protection]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2526</guid>
		<description><![CDATA[Did you know that contact center fraud loss is expected to double from $393M to $775M by 2020?  Contact centers agents often fall victim to the social engineering methods that enable fraud attacks. According to Aite Group, the top fraud trends include: transactional fraud, mobile wallet fraud, ordering access devices, social engineering, and account takeover fraud. [&#8230;]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Are You Battling the Trolls of Customer Experience?</title>
		<link>http://blog.inin.com/are-you-battling-the-trolls-of-customer-experience/</link>
		<comments>http://blog.inin.com/are-you-battling-the-trolls-of-customer-experience/#respond</comments>
		<pubDate>Tue, 31 Jan 2017 14:42:02 +0000</pubDate>
		<dc:creator><![CDATA[Lisa Abbott]]></dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[contact center]]></category>
		<category><![CDATA[customer experience]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2519</guid>
		<description><![CDATA[Trolls are often depicted as happy, magical little creatures. In the DreamWorks Animation film Trolls, they stay happy by creating positive experiences as part of their everyday lives. You’ll find trolls in every business. Some are happy, some are not! How many types of trolls do you recognize from our list below, and what can you [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/are-you-battling-the-trolls-of-customer-experience/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>5 Lessons I Learned from My Journey to the Cloud</title>
		<link>http://blog.inin.com/5-lessons-i-learned-from-my-journey-to-the-cloud/</link>
		<comments>http://blog.inin.com/5-lessons-i-learned-from-my-journey-to-the-cloud/#comments</comments>
		<pubDate>Thu, 26 Jan 2017 13:53:10 +0000</pubDate>
		<dc:creator><![CDATA[Zachary Hinkle]]></dc:creator>
				<category><![CDATA[Cloud Contact Center]]></category>
		<category><![CDATA[PureCloud]]></category>
		<category><![CDATA[cloud contact center]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2504</guid>
		<description><![CDATA[I’m in the cloud, lots of them! Each day I communicate with colleagues around the world via chat and video throughout my workday on PureCloud by Genesys. We share files, our desktops and ideas via this tool as naturally as sitting next to one another. When I am not working, I pop onto other clouds to [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/5-lessons-i-learned-from-my-journey-to-the-cloud/feed/</wfw:commentRss>
		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>Realizing the Economic Impact of Employee Engagement</title>
		<link>http://blog.inin.com/realizing-the-economic-impact-of-employee-engagement/</link>
		<comments>http://blog.inin.com/realizing-the-economic-impact-of-employee-engagement/#respond</comments>
		<pubDate>Tue, 24 Jan 2017 14:45:46 +0000</pubDate>
		<dc:creator><![CDATA[Stefan Captijn]]></dc:creator>
				<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[contact center]]></category>
		<category><![CDATA[employee engagement]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2499</guid>
		<description><![CDATA[Ensuring your contact center employees are fully engaged in their day-to-day jobs sounds like a very logical thing. When your employees enjoy their work, everyone is better off—your customers and your employees. But this also holds true for your business as a whole. Reading the 2016 Dimension Data Global Contact Centre Benchmark report, I was [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/realizing-the-economic-impact-of-employee-engagement/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Keep Customers in Full View with PureCloud for Chrome</title>
		<link>http://blog.inin.com/keep-customers-in-full-view-with-purecloud-for-chrome/</link>
		<comments>http://blog.inin.com/keep-customers-in-full-view-with-purecloud-for-chrome/#respond</comments>
		<pubDate>Thu, 19 Jan 2017 14:56:16 +0000</pubDate>
		<dc:creator><![CDATA[Randolph Rife]]></dc:creator>
				<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[PureCloud]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Chrome]]></category>
		<category><![CDATA[customer engagement]]></category>

		<guid isPermaLink="false">http://blog.inin.com/?p=2489</guid>
		<description><![CDATA[Genesys VP of Client Account Management Pamela Jo Hynes recently authored a book titled Succeeding at Customer Engagement, which shares best practices from a variety of leaders in organizations known for providing outstanding customer experiences.  One of her recommendations that resonated with me was to “keep customers in a consistent full view”. Keeping customers in [&#8230;]]]></description>
		<wfw:commentRss>http://blog.inin.com/keep-customers-in-full-view-with-purecloud-for-chrome/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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