Improve contact centre agent performance

Improve call centre agent performance header

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Build a more effective contact centre team

Increasing agent performance increases sales, and it’s critical to running your contact centre 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.

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 analysing 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.

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 individualised coaching and training and improve performance across your team.

Improve contact center agent performance header

Find out more about…

Employee performance management tools

Gamification

Quality assurance and monitoring

Speech and text analytics

Workforce engagement management

Workforce forecasting and scheduling

We have to ensure our teams follow correct process and give the most accurate information and best advice every time. That’s a lot easier now we have intelligent routing, call recording and workforce planning in the same solution.

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Genesys has allowed for much better monitoring and coaching of individual agents…The biggest win is 87% of emails being answered within 24 hours and moving away from the 5-7 days of backlog with Outlook.

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Explore Genesys solutions for…

Moving to the cloud

Raising Net Promoter Score

Increasing Sales Conversions

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.