{"id":357227,"date":"2020-12-14T21:05:26","date_gmt":"2020-12-15T05:05:26","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=357227"},"modified":"2025-07-22T21:34:42","modified_gmt":"2025-07-23T04:34:42","slug":"employee-performance-management-tools","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/employee-performance-management-tools","title":{"rendered":"Employee performance management"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;no-shadow&#8221;][vc_column]<div class=\"component breadcrumbs theme-\"><div class=\"links-row w-100 d-flex flex-wrap align-items-center justify-content-start\"><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/en-sg\/capabilities\">Capabilities<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/en-sg\/capabilities\/wem-workforce-engagement-management\">Workforce engagement management\u200b<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_single_image image=&#8221;567456&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Employee performance management<\/h1>\n<p class=\"text-22\">Improve employee happiness with AI to drive better customer interactions \u2014 and better business results<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"#demo\" target=\"\" rel=\"\">Get started<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/en-sg\/campaign\/request-a-demo\" target=\"\" rel=\"\">Get a demo<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Boost employee productivity and retention alike<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Continuous improvement from day one<\/h3>\n<p>Manage agent performance with embedded learning tools that give managers real-time artificial intelligence (AI)-powered insights even during the onboarding of new hires. Help agents grow by improving performance and collaboration, upskilling them for a stronger team overall.<br \/>\n[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Transparent performance expectations<\/h3>\n<p>Agents and supervisors can monitor agent performance independently with transparent access to performance goals. This empowers employees to self-correct when goals aren\u2019t met, as well as lean into the places they\u2019re already succeeding.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Recognise and retain top talent<\/h3>\n<p>Show high achievers that they matter. Provide tangible rewards like contest prizes \u2014 including extra paid time off \u2014 as well as intangible rewards like employee recognition to engage them and congratulate them on a job well done.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D&#8221; css=&#8221;.vc_custom_1743754548059{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column]\r\n  <style>\r\n    .tour_embed { position: relative; margin-left: auto; margin-right: auto; border-radius: 1.5rem; }\r\n    .tour_frame-wrapper { position: relative; }\r\n    .tour_embed iframe { width: 100%; }\r\n    .tour_frame-wrapper #gctour {\r\n      width: 100%;\r\n    }\r\n\r\n    \/* .tour_embed iframe { position: absolute; top: 0; right: 0; bottom: 0; left: 0; height: 100%; width: 100%; } *\/\r\n  <\/style>\r\n\r\n  <div class='tour_embed overflow-hidden' style='max-width: none;'>\r\n    <!-- <div class='tour_frame-wrapper' style='padding-bottom: 56.222547584187%;'> -->\r\n    <div class='tour_frame-wrapper'>\r\n      <iframe class='skip-lazy' border='0' frameborder='0' src='https:\/\/www.genesys.com\/tours\/employee-performance?theme=glass' style='display: none;'><\/iframe>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  [\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Elevate your workforce \u2014 and retain their talent<\/h2>\n<p>Employee performance management tools let you pinpoint why agents succeed. Discover the skills, knowledge and behaviours of your top performers. Create effective learning and personalised development plans to help employees surpass performance goals. Save time and money by focusing training on the specific performance improvements that will have the biggest impact on the individual agent.<\/p>\n<p>Using Genesys employee performance management tools, <a href=\"\/en-sg\/customer-stories\/aeromexico\">Aeromexico<\/a> saw a 6.5% improvement in employee satisfaction and a 20% decrease in voluntary monthly turnover. Here\u2019s why.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Advance performance management with native embedded gamification<\/h3>\n<p>Manage employee development with a complete set of natively embedded tools infused throughout the Genesys Cloud\u2122 platform for learning, training, performance management, gamification and coaching. Gamified performance scorecards and leaderboards consolidate key metrics in real time, giving managers and employees actionable insights. Facilitate this through \u201crecognitions\u201d and \u201ccontests\u201d that provide both motivational and tangible rewards \u2014 engaging employees and prompting them to interact more positively with customers than they otherwise would.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Create more personalised employee experiences<\/h3>\n<p>Empower employees across job roles with natively integrated, automated AI-powered workflows and transparency regarding KPI performance for improved collaboration and efficiency. Agents and supervisors alike see the same information with the same level of visibility \u2014 and agents can even see how they\u2019re performing against peers. Gamified performance metrics also provide actionable, real-time performance insights so supervisors can evaluate and strengthen employee development strategies. Comprehensive, built-in training tools let you create streamlined, targeted training sessions between agents and facilitators.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Educate agents with personalised learning and training<\/h3>\n<p>Personalise training based not only on what an employee needs to train on, but on how they prefer to learn. A range of different media types fit any learning style, meaning employees don\u2019t have to fit training into a box they\u2019re uncomfortable in. And coaching can be scheduled directly from the quality evaluation screen; agents know precisely what they need to improve on.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Manage everything in one place<\/h3>\n<p>With a consolidated hub for performance, learning and training, contests and recognition, it\u2019s easy for agents to manage online and offline work and achieve performance goals. Everything is managed from the same place agents spend their on-queue time \u2014 when they\u2019re there it\u2019s about serving customers, but their agent home is about them as individuals.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221; ct_stat_link=&#8221;url:%2Fresources%2Fstate-of-cx|title:%E2%80%9CThe%20State%20of%20Customer%20Experience%2C%E2%80%9D%20Genesys%2C%202025&#8243;]<\/p>\n<p class=\"text-60 font-weight-bold\">26%<\/p>\n<p class=\"text-22\">of CX leaders consider improving the employee experience critical to ensuring they meet strategic CX goals<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Drive employee happiness \u2014 and performance \u2014 with Genesys<\/h2>\n<p>Contact centres rely on employee performance for every aspect of their success. And to ensure that teams are aligned with business objectives and company goals, managers need a real-time view into individual employee and team performance so they can support continual improvement \u2014 beginning with onboarding.<\/p>\n<p>Rethink how you manage employee performance and KPIs to empower them \u2014 no matter where they\u2019re located. Better informed managers and more engaged agents translate into greater operational efficiency, empathetic customer care and higher customer satisfaction. Using Genesys Cloud Workforce Engagement Management (WEM) capabilities, <a href=\"https:\/\/www.genesys.com\/customer-stories\/metergy\">Metergy Solutions<\/a> saw a 30% increase in productivity and 2% increase in customer satisfaction with nearly zero absenteeism and lateness.<\/p>\n<p>Genesys Cloud WEM tools do this by natively connecting to all the data you need \u2014 quality management; conversational intelligence with speech and text analytics; and contact centre data \u2014 so you can track against the KPIs that really matter. Gamify quality evaluation scores, average handle time, empathy and more. And customise the key indicators you\u2019re tracking against goals that matter to the business and agent alike.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-cover bg-150-md bg-center bg-norepeat&#8221; css=&#8221;.vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}&#8221;][vc_row r_gutter_size=&#8221;gutter-small&#8221; background_color=&#8221;bgc-glass&#8221; equal_height=&#8221;yes&#8221; el_class=&#8221;py-3 px-1 px-lg-3 rounded mt-0&#8243;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Motivate employees with a comprehensive solution<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column el_class=&#8221;mt-2&#8243;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Personalised development hub<\/h3>\n<p>Do more than just show performance. Put your employees in control. A single view lets employees manage performance and access assigned learning content and coaching sessions \u2014 all while staying on top of their work.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Real-time performance insights<\/h3>\n<p>Gain a real-time overview of team trends or explore a single employee\u2019s journey. AI-powered dashboards show employees how they\u2019re part of bigger business goals. Visual insights provide not just today\u2019s data but also a retrospective look at past months.<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Personalised coaching<\/h3>\n<p>Train your agents with the right knowledge at the right time. Build learning modules to train or inform your employees based on how they like to learn. Empower supervisors to perform reviews and agent training at non-peak hours so they can focus on development without disrupting revenue.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Gamified performance leaderboards<\/h3>\n<p>Gamify your KPIs with shared leaderboards. Agents can earn points and recognition, driving their development and encouraging collaboration on team goals. And real-time performance indicators \u2014 fueled by AI \u2014 help managers foster more team engagement.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">High performer recognition<\/h3>\n<p>Drive employee engagement while helping hit your business goals by running contests. Target specific KPI improvements and allow agents to compete on a limited-time leaderboard for prizes to motivate each and every employee to succeed.<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Everything you need in one view<\/h3>\n<p>Get the performance management tools you need natively built and connected \u2014 no switching back and forth, no compatibility issues. Connectivity makes automation simpler, creating personalised employee journeys and enabling powerful native AI tools to help.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>See what our customers have to say<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-4&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/en-sg\/customer-stories\" target=\"\" rel=\"\">Read all stories<\/a><\/div>[\/vc_column][vc_column]<div class=\"component-customer-carousel default-layout\" data-current-active=\"0\" data-layout=\"default\" data-count=\"2\"><div class=\"carousel-main-row\"><div class=\"carousel-logo-col\"><div class=\"logo-nav-item active\"><a class=\"logo-nav\" aria-label=\"View Woolworths New Zealand story\" title=\"Woolworths New Zealand\" href=\"#513315\"><img decoding=\"async\" class=\"company-logo\" alt=\"Logo woolworths group\" src=\"https:\/\/www.genesys.com\/media\/logo-Woolworths_Group.svg\" width=\"443\" height=\"120\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Alight Solutions story\" title=\"Alight Solutions\" href=\"#488210\"><img decoding=\"async\" class=\"company-logo\" alt=\"Alight solutions logo x250\" src=\"https:\/\/www.genesys.com\/media\/Alight_Solutions_Logo-x250.png\" width=\"250\" height=\"101\"><\/a><\/div><\/div><div class=\"carousel-content-col\"><button aria-label=\"Previous panel\" title=\"Previous panel\" class=\"prev-control carousel-controls hidden\"><\/button><div class=\"customer-content active\" data-href=\"513315\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/en-sg\/customer-stories\/woolworths-new-zealand\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Winter shopping season\" src=\"https:\/\/www.genesys.com\/media\/countdown-hero-2-x626.jpg\" width=\"626\" height=\"376\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-lg\">\u201cGenesys has allowed for much better monitoring and coaching of individual agents. Previously, team leaders analysed and provided feedback on an agent\u2019s performance at the end of the week. With the new platform, there is instantaneous feedback and more granular data on trends.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Steve James<\/p><p class=\"customer-title\">Head of Technology, Countdown New Zealand<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"488210\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/alight-solutions\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Successful business meeting.\" src=\"https:\/\/www.genesys.com\/media\/Alight_Solutions_hero.jpg\" width=\"626\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-md\">\u201cOur teams enjoy seeing where their metrics fall in real time throughout the day, week and month. It\u2019s not only about seeing their own scores but how they weigh against peers in their group. For managers, it helps drive opportunity with their teams while also allowing them to have fun with agents at the same time.\u201d<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Michelle Lake<\/p><p class=\"customer-title\">Client Leader, Customer Care, Alight<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Read the story<\/div><\/div><\/div><\/a><\/div><button aria-label=\"Next panel\" title=\"Next panel\" class=\"next-control carousel-controls\"><\/button><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-navy&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section flair=&#8221;%5B%5D&#8221; css=&#8221;.vc_custom_1714506662607{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"\/en-sg\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack-flipped card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"474\" height=\"298\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Gartner_MQ_Chunkers_2025.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><p><img decoding=\"async\" class=\"attachment-thumbnail size-thumbnail vc_single_image-img\" style=\"max-width: 175px;\" src=\"https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg\" sizes=\"(max-width: 264px) 100vw, 264px\" srcset=\"https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 264w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 300w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 566w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 1244w\" alt=\"Gartner logo\" width=\"264\" height=\"61\" \/><\/p>\n<p>2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/p>\n<p class=\"h5\">Gartner named Genesys a Leader for the 11th consecutive year<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Get the Gartner report<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><style type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1714506662607{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Get employee performance management in the best solution for you<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column][vc_row_inner r_gutter_size=&#8221;gutter-small&#8221; equal_height=&#8221;yes&#8221;][vc_column_inner width=&#8221;1\/2&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/genesys-cloud\" target=\"\" rel=\"\" ><div class=\"card-body\"><h3 class=\"h4\">Genesys Cloud CX<\/h3>\n<p class=\"font-weight-bold\">Manage agent performance with a comprehensive solution<\/p>\n<p>The Genesys Cloud CX\u00ae offering 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.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/genesys-cloud-ex\" target=\"\" rel=\"\" ><div class=\"card-body\"><h3 class=\"h4\">Genesys Cloud EX<\/h3>\n<p class=\"font-weight-bold\">Enhance experiences across your channels of choice<\/p>\n<p>With the Genesys Cloud EX\u2122 solution, you can supercharge employee experiences using your current Contact Centre as a Service software or channels of choice. Our employee engagement tools enable you to monitor and manage agent performance, enhance team collaboration, and offer ongoing training. With all the tools and data needed in a single user interface, agents can deliver exceptional customer support.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%5D&#8221;][vc_row css=&#8221;.vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>See what else you can do with Genesys<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-6&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/en-sg\/capabilities\" target=\"\" rel=\"\">Explore all capabilities<\/a><\/div>[\/vc_column][vc_column]<div class=\"capability-list icon-card-bg row gutter-small\"><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/quality-assurance-and-monitoring\"><div class=\"card-body\"><h3 class=\"h5\">Quality assurance and monitoring<\/h3><p>Record every interaction across channels without losing data for Voice of the Customer (VoC) insights.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/speech-and-text-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Speech and text analytics<\/h3><p>Use text and speech analytics to identify key events, ensure compliance, spot training opportunities and more.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/wem-workforce-engagement-management\"><div class=\"card-body\"><h3 class=\"h5\">Workforce engagement management<\/h3><p>Give your employees the tools, support and growth opportunities they need to truly love what they do.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/workforce-scheduling-forecasting\"><div class=\"card-body\"><h3 class=\"h5\">Workforce forecasting and scheduling<\/h3><p>Create accurate, flexible schedules in minutes. Have the right support in place \u2014 even when demand spikes.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Explore new ways to improve employee performance<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=&#8221;order-5&#8243; offset=&#8221;vc_col-md-6&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/en-sg\/resources\" target=\"\" rel=\"\">View all resources<\/a><\/div>[\/vc_column][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row align-items-stretch gutter-small col-count-3 scrollable-row\"><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/wem-checklist-get-the-most-out-of-your-workforce\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/QA-monitoring_resource-thumbnail_1.png\" height=\"464\" width=\"820\" alt=\"Qa monitoring resource thumbnail 1\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Checklist<\/p><h3 class=\"item-title h6\">WEM Checklist: Get the most out of your workforce<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/practical-guide-workforce-planning\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Practical-guide-to-MODERN-WORKFORCE-planning-resource-centre-440x240px.png\" height=\"240\" width=\"440\" alt=\"Practical guide to modern workforce planning resource centre 440x240px\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">A practical guide to modern workforce planning<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/practical-guide-workforce-engagement\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail.jpg\" height=\"464\" width=\"820\" alt=\"A practical guide to modern workforce engagement threads thumbnail\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">A practical guide to modern workforce engagement<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1741334683100{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;}&#8221; el_class=&#8221;px-0 py-2 px-md-5 py-md-5&#8243; el_id=&#8221;demo&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Keep your employees engaged and motivated<\/h2>\n<p>Help agents drive productivity and keep them engaged to better retain top-performing talent. Request a demo to learn more about workforce engagement tools, including call centre gamification. Increase employee retention rates and ensure excellent customer experience. And do it all while reducing the cost of recruitment and onboarding.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"inline\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  data-target=\".thank-you\" ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7010d000001KeaxAAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/357227\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"capabilities\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-sg\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/357227\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"344915\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Work Email\" placeholder=\"Work Email\">\n        <label for=\"fe192\">Work Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Hot Lead\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Book your demo today\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Book your demo today\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_column_text css=&#8221;&#8221; el_class=&#8221;thank-you&#8221;]<\/p>\n<p class=\"h4\">Thank you for your interest.<\/p>\n<p>We\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Frequently asked questions about employee performance management<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What should your performance management process include?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p><a href=\"\/en-sg\/resources\/state-of-cx\">Twenty-six percent of customers<\/a> 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.<\/p>\n<p>These include call interaction recording, quality monitoring, gamification and coaching. As you put your process in place, employees must be clear on what you\u2019re 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 \u2014 and hold them accountable through proactive engagement.<\/p>\n<p>Also, it\u2019s important to provide agents with a means to understand their personal development goals and skills gaps so they can take ownership of their own training and growth. That helps increase agent engagement, which helps you retain high performers and increase the performance of all agents.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How do you keep virtual employees engaged?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Engage virtual employees with 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.<\/p>\n<p>Use the time to share goals, details on what you want them to achieve and deadlines for meeting these goals. It\u2019s a good time to see what the employee is interested in, such as taking on more responsibility in a particular area, so that you\u2019re 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\u2019ll get the same in return.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How do you keep call centre agents motivated?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Start with fair pay at current market rates. The labor market has tightened, giving call centre agents more employment options, often with higher pay. Fair pay not only motivates, it reduces attrition.<\/p>\n<p>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\u2019t forget the \u201cfun factor.\u201d Build gamification into your processes and get their input on what they like about it.<\/p>\n<p>When you listen to agents\u2019 input \u2014 about customers, job preferences, training and development and more \u2014 it\u2019s a sign of respect. They\u2019ll know they\u2019re being heard and appreciated not just as employees, but as humans.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How does performance management encourage employee development?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>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 \u2014 and stay aligned with key business objectives. But those individual goals should also include a longer-term path for their development. Once an employee achieves a goal, they need to understand they\u2019re now ready to move on to the next level, and what that requires.<\/p>\n<p>Additionally, supervisors and agents should have the same visibility into the same real-time performance metrics for the agent. Employees want transparency, and they need to know that their supervisors see the same things they do so they can have accurate and targeted development plans. This transparency also fosters collaboration and trust between agent and supervisor \u2014 rather than reviews catching an agent off-guard, they have the ability to know exactly how they\u2019re doing at any moment, and can work with their supervisor to improve.<\/p>\n<p>Using performance management software 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\u2019re 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.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can a manager improve employee performance?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>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. Be sure to 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.<\/p>\n<p>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. Don\u2019t wait to deliver feedback at annual reviews. As much as possible, provide real-time feedback 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\u2019t be the focus of performance improvement.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are the common challenges faced in implementing contact centre performance management software?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Beyond the technical challenges, which are relatively easy to handle with help from your software provider, there are other things to look out for. The main ones are resistance to change, and buy-in to the new process.<\/p>\n<p>Change is tough for anyone, and change at work can be particularly frightening. Employees need to know that the new performance management software is a tool to help them, not a weapon to be used against them. Showing managers and employees alike how the new software can help make their jobs easier will help to increase buy-in, turning people who may have been initially reluctant into enthusiastic adopters of the new performance management solution.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can a continuous feedback approach improve employee performance management?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>A continuous feedback approach improves employee performance management in a few ways. First, it means that managers don\u2019t have to wait for an annual or quarterly review process to provide feedback \u2014 employees always know where they stand. Because of this, an added benefit is that employees can always be working to improve by leveraging the things they\u2019re doing well and working on the things they aren\u2019t.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can employee performance management contribute to organisational success?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>An employee performance management system helps contribute to your organisation\u2019s success because better performance management means better employees. You can focus on improving the performance of the employees you already have, rather than trying to replace them with better-performing employees. This improves retention and relieves the stress of your hiring department.<\/p>\n<p>Better employees get more done, and do it better. And since they\u2019ve invested in their own improvement, that helps turn what may have been a job into a career \u2014 meaning employee loyalty and satisfaction increase as well, helping to turn improvement into a self-perpetuating cycle.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Why is platform connectivity and integration important in employee performance management?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Agents are using more different tools than ever, and there\u2019s more data to parse for supervisors. But if that data isn\u2019t all accessible, there could be opportunities for growth that are missed. Because of this, integrations and connectivity are critical.<\/p>\n<p>Look for a native employee performance management solution that\u2019s native to your overall platform, and that can connect with things like quality management, conversational insights, average handle time, routing and more. This allows for more effective coaching decisions based on personal development needs, increasing productivity and driving continuous improvement for agents \u2014 and, therefore, the customer experience.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;no-shadow&#8221;][vc_column][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;order-md-1 order-5&#8243;][vc_single_image image=&#8221;567456&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;] Employee performance management Improve employee happiness with AI to drive better customer interactions \u2014 and better business results [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] Boost employee productivity and retention alike [\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;order-md-1 [&hellip;]<\/p>\n","protected":false},"author":308,"featured_media":0,"template":"","tax_cap_lobby":[17736],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-357227","capabilities","type-capabilities","status-publish","hentry","tax_cap_lobby-wem-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/357227","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/capabilities"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/308"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/357227\/revisions"}],"predecessor-version":[{"id":584695,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/capabilities\/357227\/revisions\/584695"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=357227"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_cap_lobby?post=357227"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=357227"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=357227"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=357227"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=357227"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=357227"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=357227"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=357227"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=357227"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=357227"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=357227"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}