Improve contact center agent performance

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Build a more effective contact center team

Increasing agent performance increases sales, and it’s critical to running your contact center more efficiently and meeting daily, monthly and quarterly goals. Improvement starts with visibility into every interaction and the analytics to get valuable, actionable insights. It is also important to reduce the time to resolution and improve collaboration among your team. Training also increases performance, allowing individual agents to serve a wider range of customers and efficiently deliver a great experience for every interaction.

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Business Automation

Capture all work items from all sources and find the best resource across your organization with business automation

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Unified communications and collaboration

Enable easy collaboration and communications — all from a single platform or third-party solution.

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Digital (Old)

Master omnichannel touchpoints for personalized customer experiences and consistent customer journeys

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Inbound

Make it easy to connect with your business. Offer support and exceed expectations across channels.

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RCB transforms agent performance for greater customer engagement and three-times higher revenues.

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Collaborate across teams for greater productivity

Improve your team’s effectiveness with collaboration tools that let them share ideas and get things done more easily. With instant, real-time collaboration, your agents can better serve customers, quickly resolve issues and interact with extended team members. Collaboration also simplifies working across the locations and time zones. When you improve your team’s communication, you also improve problem solving, skill development and sharing successes.

Serve your customers better with quality insights

The ability to record calls and screens from all customer interactions can be a game changer when you want to gain deeper insights into customer behavior and team performance. Use Genesys interaction analytics to automate the process of listening to conversations and analyzing them to better understand interactions. The result is insights into trends, issues and performance that can be used to improve the quality of your customer engagements, make better decisions and increase the effectiveness of your agents.

Touring Club Suisse boosts agent performance by 40 minutes per day.

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Turn every agent into a top performer

True performance management involves understanding the skills, knowledge and other attributes that make your top performers so successful. With this, you have a blueprint for increasing the skills, knowledge and other attributes of all your agents. Use all available performance data to tell you, by role, what great performance looks like and identify the gaps for each employee. You have the insights necessary to provide individualized coaching and training and improve performance across your team.

Explore Genesys solutions for…

Raising Net Promoter Score

Increasing Sales Conversions

Moving to the Cloud

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About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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Improve contact center agent performance