AI-driven workforce engagement management
Elevate your employee experience strategy with native WEM solutions
Elevate your employee experience strategy with native WEM solutions
Engage and empower your entire contact center team with a suite of AI-powered WEM capabilities – fully integrated with your Contact Centre as a Service (CCaaS) solution. Leverage quality management, recording, compliance, coaching and development, employee performance and workforce management tools in a single solution. With a complete WEM suite, you can increase employee engagement and productivity, boost the efficiency of your CX operations and improve business results through better customer experiences.
Your contact centre innovation shouldn’t stop at workforce optimisation (WFO). Take the next step with a complete suite of WEM solutions that empower your employees, boost customer satisfaction and accelerate your team’s performance. When you’re equipped with the right WEM capabilities, you can improve business results, lower costs, and increase customer satisfaction by modernising processes and motivating your highly skilled employees. The Genesys Cloud™ platform helps you unlock everything you need to maximiae your employees’ impact on your business — fully connected with your contact centre.
Help your CX talent focus on what matters most: your customers. A unified smart workspace makes it easy for agents to handle interactions, manage performance and engage training opportunities all in the same place. No more screen switching. Built-in AI accelerators reduce time spent on manual tasks and alleviate mental strain with smart automated processes. The results speak for themselves; Virgin Atlantic leveraged Genesys Cloud to reduce average handle time by 50%.
Planners benefit from AI-powered forecasting that enables accurate planning and better schedule management. Real-time reporting equips managers with day-to-day performance data and trend analytics to continuously optimise your contact centre from a single location.
Your whole CX team is supported and empowered to focus on your customers and add value to your business.
Keep your workforce engaged and reaching for high performance standards with a human-centric approach to workforce performance management and planning. Use AI-powered speech and text analytics with sentiment analysis and agent empathy analysis to identify performance patterns. Then, zero in on each agent’s development needs with targeted coaching.
Gamification tools leverage game mechanics to motivate employees and help them align personal goals with business outcomes. Personalised performance dashboards with real-time metrics and customised targets keep your team focused on monitoring and improving their performance. With Genesys Cloud, Aeromexico saw a 13% rise in productivity and a 20% reduction in agent turnover.
A single, unified platform for customer engagement and workforce management streamlines deployment and administration and simplifies management of your CX operation. Keep your omnichannel interaction and customer data, routing and more connected and operated on a unified data layer to make smarter AI-driven decisions. Manage your entire contact center from a central hub, no matter where your CX teams are located globally. Get full visibility into key contact centre metrics, agent performance and customer experience across channels in real time.
Customise the flexible analytics workspace to examine interactions, agent performance and customer journeys for a full view of your operation, saving time and effort.
Security, data protection and regulatory compliance don’t have to slow down your CX strategy. With a comprehensive set of compliance certifications and attestations, you can confidently navigate the complex global regulatory environment.
Automatic recording of every interaction on every channel ensures you can meet the highest levels of quality and compliance. AI-powered analytics mine this rich trove of data to identify compliance issues, spot performance trends and pinpoint agent behaviors and knowledge gaps that affect CX. Topic spotting and sentiment analysis deliver VoC insights to improve performance, remove bias from evaluations and augment quality processes that scale as needed.
Genesys Cloud Workforce Engagement Management makes it easy to elevate your employee experience, accelerate your team’s impact and realise exceptional value.
A unified platform with natively integrated CCaaS and WEM capabilities simplifies deployment and administration. And the modern cloud architecture allows for constant updates without downtime. With turnkey, out-of-the-box AI capabilities, you can drive efficiency and reduce administration costs.
Make it easy to manage the entire contact centre — no matter where your teams are located. With real-time and post-interaction insights, spot trends, pinpoint areas for improvement and optimise your resources for efficiency. Oversee interactions and manage performance, learning and career progression — all in one workspace.
Save time and effort with AI-powered evaluation of every interaction that is backed by contextual understanding and improves focus on the elements that drive performance. Identify knowledge gaps or areas for improvement, find the best time for a personalised coaching session and schedule it all from the same screen. Scale up your view for trend insights to improve the customer journey.
Genesys Cloud Workforce Engagement Management is a complete, cloud-native suite of capabilities. Get more out of your investment and CX strategy with solutions that support seamless onboarding, coaching, scheduling, performance and quality management. Trade disconnected systems for a unified platform that reduces technical burden and costs.
When your people prosper, your business prospers. WEM helps your people reach their potential – and drive continuous business growth. This starts with attracting, nurturing and retaining top CX talent — from agents to supervisors, planners and administrators. Genesys Cloud Workforce Engagement Management is the comprehensive, natively built solution to help you create a high-performance culture for your entire CX team. Improve contact centre productivity, elevate customer service and create a long-term business advantage.
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Workforce engagement management (WEM) involves strategies and tools to maximise the engagement, performance and satisfaction of employees. In the context of a call centre, this could involve scheduling and workforce optimisation tools, performance management systems, learning and development programs and quality management tools to enhance communication and collaboration.
As technology and AI continues to evolve, businesses must evolve their processes and best practices. Brands also need to consider how these changes will impact their employees and which KPIs are critical to their business. Having a solution that helps make these changes to practices, processes and goals reduces the friction associated with adopting new technologies.
Workforce engagement management (WEM) software is a tool that helps manage and improve employee engagement and productivity. It may include features for workforce optimisation, quality management, performance management, learning management and employee feedback. It helps organisations understand their employees’ needs and motivations, enhance their experiences, and drive their performance.
Engaging your workforce can involve various strategies. These can include providing clear communication, offering personalised training and career development opportunities, recognising and rewarding good performance, fostering a positive work environment, providing meaningful work, and promoting work-life balance. Regular feedback and open dialogue can also help to address issues and improve engagement.
Various tools and software can help engage your workforce. These might include collaboration tools like Slack or Microsoft Teams, learning management systems like Talentsoft or Docebo, employee feedback tools like SurveyMonkey or TINYpulse, and performance management tools like Betterworks or 15Five. Comprehensive platforms like workforce engagement management (WEM) software can also be valuable.
Potential drawbacks to using workforce engagement management software could include the cost of the software, the time and effort required to implement and learn the system, and potential resistance from employees. However, these challenges can often be managed through careful selection, proper training and ongoing support.
