omnichannel Insights
Practitioner writing on contact centre operations, Agentic AI adoption, and keeping humans in control in an agentic AI world of service delivery.
Managing customer expectations in Queue: Estimated Waiting Time (EWT) and Position In Queue (PIQ)
June 10, 2026
Why announcing Estimated Waiting Time (EWT) or Position In Queue (PIQ) is one of the highest-return, lowest-cost levers in the contact centre, and how to do it without it backfiring.
Read moreGenesys Cloud Interaction Model Timeline
June 01, 2026
An interactive exploration of how Genesys Cloud stacks three live status systems on the WFM schedule, and how a single agent holds several interactions at once across voice, chat, and email.
Read moreSelectively Curating and Greenlighting AI Models
August 15, 2024
Picture this: we're not just making another tech gadget; we're creating a masterpiece of artificial intelligence that is smart and classy.
Read moreUnlocking AI: Your Guide to the Future that Belongs to You
August 10, 2024
You've likely heard whispers of an Agentic AI Experience Orchestration revolution transforming our world. It's not just about robots taking over; it's about intelligent technology enhancing every part of our lives.
Read morePractical tools
- Genesys Cloud shrinkage calculator
Model the Historical Shrinkage report: per-category breakdowns, paid/unpaid and planned/unplanned splits.
- The physics of waiting
How queueing theory explains why customer wait times feel worse than they should.
- Estimated Waiting Time and position in queue
See how EWT and position-in-queue announcements change customer behaviour.
- Cherry-picking vs service level allocation
One queue, same people: how work allocation changes service level outcomes.