{"id":146577,"date":"2019-05-28T13:15:37","date_gmt":"2019-05-28T20:15:37","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=146577"},"modified":"2022-01-20T19:22:45","modified_gmt":"2022-01-21T03:22:45","slug":"improving-agent-performance","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/improving-agent-performance","title":{"rendered":"Improving Agent Performance"},"content":{"rendered":"

[vc_section vib=”enable” g_section_text=”white” m_background_color=”bgc-light-blue” flair=”%5B%7B%22flair_image%22%3A%22385665%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” css=”.vc_custom_1639956184755{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row content_placement=”middle” css=”.vc_custom_1639956158828{padding-top: 20px !important;padding-bottom: 20px !important;}”][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Improve contact centre agent performance<\/h1>\n

[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”413205″][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=”white” m_background_color=”bgc-navy” full_width=”stretch_row” flair=”%5B%7B%22flair_image%22%3A%22379628%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Build a more effective contact centre team<\/h2>\n

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.<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes” content_placement=”middle” el_class=”mobile-reverse”][vc_column width=”2\/3″][vc_column_text]<\/p>\n

Collaborate across teams for greater productivity<\/h2>\n

Improve your team\u2019s effectiveness with collaboration tools<\/a> 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\u2019s communication, you also improve problem solving, skill development and sharing successes.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″ offset=”vc_hidden-md vc_hidden-sm vc_hidden-xs”][vc_single_image image=”176459″][\/vc_column][\/vc_row][\/vc_section][vc_section m_background_color=”bgc-lgray” full_width=”stretch_row” flair=”%5B%7B%22flair_image%22%3A%22379626%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”1\/2″ offset=”vc_hidden-xs”][vc_single_image image=”176454″ img_size=”full”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Serve your customers better with quality insights<\/h2>\n

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<\/a> 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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” content_placement=”middle” el_class=”mobile-reverse”][vc_column width=”2\/3″][vc_column_text]<\/p>\n

Turn every agent into a top performer<\/h2>\n

True performance management<\/a> 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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_single_image image=”405789″][\/vc_column][\/vc_row][\/vc_section][vc_section m_background_color=”bgc-lgray” full_width=”stretch_row” flair=”%5B%7B%22flair_image%22%3A%22379626%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Find out more about…<\/h3>\n

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Employee performance management<\/p><\/div><\/a><\/div>

Quality assurance and monitoring<\/p><\/div><\/a><\/div>

Speech and text analytics<\/p><\/div><\/a><\/div>

Workforce engagement management<\/p><\/div><\/a><\/div>

Workforce forecasting and scheduling<\/p><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″]