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Stefan Captijn

Stefan Captijn, former Solution Marketing Director Business Applications, Genesys

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5 Key Criteria for Customer Journey Shaping

5 Key Criteria for Customer Journey Shaping

Frankenstein and IT Solutions: Ready for Omnichannel?

Frankenstein and IT Solutions: Ready for Omnichannel?

What to Look for When Buying… A Performance Management Solution

What to Look for When Buying… A Performance Management…

Top Tips for Improving Contact Centre Shrinkage

Top Tips for Improving Contact Centre Shrinkage

30 Strategies for Improving Agent Productivity

30 Strategies for Improving Agent Productivity

What to Look for When Buying… A Call Recording Solution

What to Look for When Buying… A Call Recording Solution

What Is the Best Way to Measure First Contact Resolution?

What Is the Best Way to Measure First Contact Resolution?

How Do I… Integrate my Back Office into the Contact Centre?

How Do I… Integrate my Back Office into the Contact…

How to Improve Call Routing

How to Improve Call Routing

Trade Secrets: Getting the best from your Performance Management solution

Trade Secrets: Getting the best from your Performance…

10 Ways to Speed up Complaint Handling

10 Ways to Speed up Complaint Handling

Trade Secrets: How to Get the Best Out of Your WFM Software

Trade Secrets: How to Get the Best Out of Your WFM…

Interactive Voice Response (IVR) Systems: What to Look Out For

Interactive Voice Response (IVR) Systems: What to Look…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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