07/10/2024 09:30 am
CX is evolving, so is your workforce. We are at the dawn of major changes induced by the possibilities offered by AI.
Stay ahead of the curve and join us for a discussion among your peers, to discover the how you can make use of all the latest technology advancements to ensure better efficiency for your workforce, improve learning and employee experience to deliver better customer satisfaction.
Mandarin Oriental Jumeira - Citronella room
Mandarin Oriental Jumeira, Dubai - Jumeirah Beach Road - Dubai - United Arab Emirates
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09:30 am – 10:00 am
Welcome Coffee
10:00 am – 10:20 am
Introduction and Overview of WEM
10:20 am – 10:50 am
Introduction to AI Forecasting, Best Practice on Planning Groups, Forecast Modifications and Forecast Scenarios
10:50 am – 11:00 am
Break
11:00 am – 11:30 am
How to Create Optimised Schedules, Day-to-Day Schedule Management and Real-Time Management.
11:30 am – 12:00 pm
Building Effective Quality Monitoring Evaluation Forms and QM Process Automation through Policies and Evaluation Assistance.
12:00 pm – 01:00 pm
Lunch
01:00 pm – 01:45 pm
Gain customer and employee insights through Topics, Sentiment, Empathy and Acoustic Analysis through Speech and Text Analytics.
01:45 pm – 02:30 pm
Leverage Learning and Assessment Modules to offer personalised self-development to your employees that drives customer experience.
02:30 pm – 03:00 pm
Break
03:00 pm – 03:45 pm
How to drive the right Agent Performance and Behaviour through Employee Performance and Gamification.
03:45 pm – 04:30 pm
Accelerate Genesys Cloud WEM adoption through Beyond Learning, WEM Community and Genesys Professional Services.
04:30 pm – 05:00 pm
Wrap-up Session / Feedback / Group Photo
Senior Customer Success Manager, Genesys
Senior Customer Success Manager, Genesys
Solution Lead, WEM
Cloud Solution Architect
Mandarin Oriental Jumeira, Dubai - Jumeirah Beach Road - Dubai - United Arab Emirates
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
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