Better employee performance management — every step of the way

Identify the skills that agents need to drive better business outcomes. Support and motivate employee development to nurture those skills.

Employee performance@2x

Understand every interaction and enable 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 average handle time, hold times and workforce optimisation (WFO). Now, workforce engagement management (WEM) tools give you full insight. They provide a clear picture of customer and employee journeys.

WEM gives you a performance management system that lets you see what your best agents are doing right. That way, you can provide individualised coaching and training on those skills. Manage calls, analyse data and recommend actions that drive performance in real time. WEM brings managers and employees together to provide next-level customer service.

Good customer experience starts with engaged workers

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Empower managers to deliver personalised training sessions

Schedule training and feedback sessions directly from the interaction detail screen. WEM solutions allow supervisors and administrators to act quickly on agent development opportunities.

Enhance your contact center agent skills

Leverage a robust continuous learning ecosystem

Knowledge is power. And a good training system is a game changer. From the start, you can increase speed to competency for new hires. Plus, learning management lets existing employees stay up to speed on new and relevant skills.

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Keep employees and customers happy for the long term

Make work fun again. A little competition can keep employees engaged. By gamifying contact centre KPIs, you can use that natural desire for competition. Reward achievement with recognition to boost performance and professional development.

Take employee performance to new heights

Genesys Employee Performance lets you pinpoint why agents succeed. Discover which skills, knowledge and behaviors your top performers have. Generate blueprints that show what great performance looks like. Focus training on performance improvements that make the biggest impact.

Complimentary system assessments

Help employees reach their peak potential

Create a performance management process that benefits your employees and your business. Increase speed to competency and improve employee engagement. Set clear, customised performance goals. And deliver robust training and ongoing performance management to empower agents to reach those goals.

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Offer guidance and necessary resources

Use your data to inform employee work. Ensure information is consistent — regardless of channel. Use that information to guide every interaction with your organisation’s customer knowledge. By giving agents the information they need, they can resolve any query or issue.

Deliver omnichannel customer journeys

Make improvement engaging and fun

Move past standard performance evaluations. Use game mechanics, recognition and social media concepts to make training fun. Gamification leverages a natural desire for competition, collaboration, achievement, status and recognition. If you’re not convinced, try it for a few months and follow up with an employee engagement survey.

"On March 18, 2020, we piloted 11 agents working from home. It was a success and we immediately began ramping up. On April 2, 2020, our remaining few agents transitioned to work from home and our entire workforce is now remote — 400 agents in 2.5 weeks! This would not have been possible without Genesys Multicloud CX."

Peter Collins

Senior Operations Manager, Housing Contact Centre

NSW Department of Communities and Justice

Give employees the tools and motivation to drive performance

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Big-picture impact

Employees want to feel like they’re making a difference. Show them how they affect bigger business goals. Correlate business performance with employee skills, knowledge and behaviours.

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Effective coaching

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 affecting business drivers.

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Fun with gamification

Gamify your KPIs. Influence behaviour and build intrinsic motivation to improve performance and promote employee engagement.

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Rewards and Recognition

Drive productivity and celebrate employee success. Performance scorecards and dashboards motivate personal development. Much like gamification, they give agents a goal to work toward beyond day-to-day tasks.

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Learning and training

Provide the documentation your agents need to succeed. Build learning modules to train or inform agents. Assign modules based on agent data.

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Agent development

Empower your agents to take charge of their professional development. Provide individualised performance metrics and enable them to request coaching sessions.

Resources

Improve customer satisfaction, sales and workforce engagment with Genesys AI

Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI

Top 10 ways to take advantage of AI and deliver great customer experiences

Top 10 ways to take advantage of AI and deliver great customer experiences

How AI can improve contact centre and agent performance

How AI can improve contact centre and agent performance

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Checklist: Get the most out of your workforce

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 management tools. Increase employee retention rates and ensure excellent customer experience. And, do it all while reducing the cost of recruitment and onboarding.

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