Drive agent impact with employee performance management

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Enable your employees to surpass performance goals

Easily onboard and retrain staff

Use embedded learning tools to increase speed to proficiency for new hires. Improve efficiency, reduce onboarding costs and help existing employees stay current on relevant skills.

Use data to boost employee potential

Use performance data to identify the precise skills, knowledge and attributes needed for each channel and role — and empower every employee to let their natural talents shine.

Engage and motivate your team

Make every workday enjoyable. Enable employees to see their efforts translate into real-time metrics. Boost agent collaboration, improve performance and build a stronger team.

Give employees the tools and motivation to drive performance

Personalised development hub

Create a culture of continuous improvement. A single view lets employees manage performance and access assigned learning content and coaching sessions — all while staying on top of their work.

Intuitive performance dashboards

Employees want to know they’re making a difference. Intuitive dashboards show how they’re part of bigger business goals. Correlate business performance with specific employee skills, knowledge and behaviors.

Embedded learning and training

Provide the educational resources your agents need to succeed. Build learning modules to train or inform your employees, and assign assessment modules to better evaluate agent knowledge and skill levels.

Effective coaching at the right moment

Train your agents with the right knowledge at the right time. Empower supervisors to perform reviews and agent training at non-peak hours. This lets them focus on employee development without disrupting business drivers.

Gamified performance leaderboards

Gamify your KPIs. Cultivate natural intrinsic motivations to improve performance and promote greater employee engagement. Help agents drive their development and strive for team goals by collaborating with peers.

Rewards and recognition

Foster a culture of continuous growth and celebrate employee success. Performance scorecards and team leaderboards motivate personal development while offering agents clear ways to help each other improve.

Mq ccaas 2023
Gartner logo

2023 Gartner® Magic Quadrant™ for Contact Centre as a Service

Genesys named a Leader
– and positioned highest in Execution



average attrition cost per call centre employee

“The care of one: Hyperpersonalisation of customer care,” McKinsey & Company, 2020


Use rich insights to ensure employee success

The success of your contact centre hinges on a lot of moving parts. But the linchpin is employee performance. Modern call centre technology has moved past measuring average handle times and hold times — and then waiting for annual reviews to encourage staff improvements. Now, workforce engagement capabilities give you full, continuous insights into agents’ individual performance metrics and collective team strengths.

Workforce engagement tools identify what your best agents are doing right and where there’s room for growth. This makes it easier for managers to provide individualised coaching and team training on key skills. Workforce engagement from Genesys brings managers and employees together to provide next-level customer service.

Take employee performance to new heights

Employee performance management tools let you pinpoint why agents succeed. Discover the skills, knowledge and behaviors of your top performers. Create effective learning and development plans to help them surpass performance goals. Save time and money by focusing training on the specific performance improvements that will have the biggest impact.

Get embedded employee development tools

Gain a complete set of tools to manage the employee development journey embedded in your preferred Genesys platform for unrivaled integration. Reap the benefits of native or expert partner employee engagement capabilities for onboarding, learning, training, performance management, gamification, coaching, voice of the employee, and rewards and recognition.

Educate agents with integrated learning and training

Create tailored development journeys that enhance employees’ performances and skill levels while strategically guiding them to surpass performance objectives. A personalised employee dashboard gives agents single-click access to everything they need to understand and improve their performance, develop in their career, share feedback, and celebrate accomplishments.

Maximise results with predictive routing

Genesys gives you the uniquely powerful option to combine performance management with predictive routing. Predictive routing uses artificial intelligence to analyse contact centre data, including workforce optimisation metrics, and establish routing models that improve KPIs. Leverage detailed employee performance profiles to automatically direct issues to the agents most likely to have the availability, knowledge and skills to get the job done right.

Create better employee experiences

Empower employees across job roles with integrated, automated workflows and transparency regarding KPI performance for improved collaboration and efficiency. Gamified performance metrics provide actionable, real-time recommendations to evaluate and strengthen employee development strategies. Create streamlined, targeted training sessions between agents and facilitators with built-in comprehensive coaching tools.

Genesys Cloud CX

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Manage agent performance with an all-in-one solution

The Genesys Cloud CX™ platform brings your customer experience and employee engagement technologies together. Monitor and manage individual agent performances and enhance collaboration between teams. Provide ongoing training opportunities with ease. Empower your agents to deliver exceptional customer support by equipping them with all the tools and data they need in a single user interface.

Learn more

See what else you can do with Genesys

Explore new ways to improve employee performance

Keep your employees engaged and motivated

Stop spending time and money attracting top-performing talent that stays only a short time. Request a demo to learn more about workforce engagement tools. Increase employee retention rates and ensure excellent customer experience. And do it all while reducing the cost of recruitment and onboarding.

Thank you for your interest.

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Frequently asked call centre questions

What should your performance management process include?

Twenty-six percent of customers have lost their temper during a customer service interaction. The right tools will give you the flexibility needed for the performance management to help eliminate these uncomfortable situations.

These include call interaction recording, quality monitoring, gamification and coaching. As you put your process in place, employees must be clear on what you’re measuring and why, and be confident they have the tools to succeed. Set out clear expectations with metrics, cultivate their successes with praise and recognition — and hold them accountable through proactive engagement.

How do you keep virtual employees engaged?

Have frequent, regularly scheduled team meetings and one-on-one meetings. Setting a regular time and sticking to it shows you value your human resources and your mutual engagement. The most effective one-on-one meetings are geared to help the person develop and improve.

Use the time to share goals, details on what you want them to achieve and deadlines for meeting these goals. It’s a good time to see what the employee is interested in, such as taking on more responsibility in a particular area, so that you’re aware and can follow up with any appropriate opportunities. Perhaps most importantly, building trust requires sincerity, commitment and a genuine interest in the welfare of your employees. Model openness and transparency and you’ll get the same in return.

How do you keep call centre agents motivated?

Start with fair pay at current market rates. As the labor market has tightened, call centre agents have more employment options, often with higher pay. Fair pay not only motivates, it reduces attrition.

On a personal level, take time to acknowledge the job they do and how they contribute to your success. Do this publicly in team meetings and privately, especially during performance reviews. And don’t forget the “fun factor.” Build gamification into your processes and get their input on what they like about it. When you listen to their input — about customers and their job preferences — it’s a sign of respect. They’ll know they’re being heard and appreciated.

How does performance management encourage employee development?

By facilitating ongoing and open communication, performance management plays a major role in employee development. When you identify goals and set achievable expectations, your team members can respond — and stay aligned with key business objectives. But those goals should also include a longer-term path for their development. Once an employee achieves a goal, they need to understand they’re now ready to move on to the next level, and what that requires.

Using performance management tools equips them to continue their development by taking the best next steps. And because managers also nurture development through a mix of coaching, guidance and counseling, effective performance management tools are essential for complete transparency. Finally, be sure you’re measuring outcomes in a way that maps to employee development. They need to know processes and goals but also specific areas for improvement as milestones for development.

How can a manager improve employee performance?

Take the time needed to get to know employees and stay engaged with them. Employees want to be successful, so be sure to provide recognition when they do succeed and assist them in reaching their short- and long-term goals. This can be done via ongoing coaching by the manager or other successful team members.

For example, if an employee misses average handle time (AHT) goals, arrange for them to shadow the agent who has the best call control or AHT on the team. As much as possible, make feedback timely and focus on how the feedback serves overall goals rather than one bad day of non-adherence. After all, some goals are meant to be measured over a longer period of time; one day shouldn’t be the focus of performance improvement.

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