Humanising the contact centre: How values predict agent performance

Research shows that values — what people care most about — are the top predictors of behaviour. By understanding what the highest-performing call centre agents value, CX leaders can gain unique insight into attracting, motivating and retaining the staff who will deliver the highest levels of customer service.

In this webinar, we’ll explore findings of innovative research from Genesys and Valuegraphics that examines how personal values shape behaviour inside the contact centre. You’ll learn:

What top-performing call centre agents value most in life and how that impacts their actions and decisions
Why using values as a lens for talent development and culture-building will lead to notable gains in employee engagement and customer satisfaction
How to use values to better recruit, train, motivate and retain a high-performing workforce

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Meet the speakers

David Allison
Founder
Valuegraphics

Ginger Conlon
Thought Leadership Director
Genesys

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.