Genesys Training Manager

Engaged, well-trained employees mean better customer experiences

If your business is like many others in today’s dynamic, fast-paced world, you face the dual challenges of keeping your employees engaged and your customers happy. Your employees are expected to manage a growing array of communication channels, each of which require different skill sets, while also staying up-to-date on current offers, product features and services. They are tasked with supporting your customers, who are increasingly well-informed and pressed for time. In addition, many simple transactions are now resolved via self-service, leaving your team to handle the more complex and challenging issues. However, providing your workforce with the consistent, timely training they need is often a difficult task.

Ensuring your team’s abilities are evaluated properly and are continually optimized to meet customer needs can be a constant and perplexing challenge. Performance assessments can be subjective and less than reliable. In addition, coordinating the scheduling of training activities is a tricky balancing act. It is a hit-or-miss manual process that often compromises business operations due to poor timing. What’s even worse–ever changing volumes and workforce coverage requirements often mean you must cancel and reschedule sessions or leave them half-empty. Further complicating matters is the high turnover rate that afflicts many businesses. This presents a double-edged sword in that the constant churn makes it difficult to keep up-to-date on employee skills; when your your staff lacks the skills and knowledge to properly handle customer requests, it quickly causes dissatisfaction and reduces morale.

Improve employee performance through timely, relevant training

With Genesys Training Manager, you can respond more quickly to changing business conditions. You have the ability to customize and assign training that takes into account workforce needs, service level impacts, employee schedules, and trainer and classroom availability. For example, if a certain employee’s handling times are slower compared to others on their team, you can use the single point of administration to automatically select and schedule training for a time that will have the least impact on the business.

Personlized, streamlined training reduces costs and enables effective service

Training Manager provides an optimal online view of training schedules, and can track and reschedule training for employees who miss their assigned courses. What’s more, you can link the solution to third-party learning management systems to push e-learning courses to staff at scheduled times that won’t interfere with other obligations. Scheduling training is no longer a manual and painful effort, but an automated and effective process.

As team members receive training, their skill sets are automatically updated in the database, enabling you to continually improve the distribution and handling of customer interactions and work activities. Because of this, the Genesys Training Manager solution you ensure the relevancy and accuracy of the employee skills database, so you can focus on providing the education and training that will keep your employees engaged and providing the best possible customer experiences.