Try workforce engagement management for 60 days — free

“Our initial goals with Genesys Cloud Workforce Engagement Management were bettering response time, adherence, Net Promoter Score and quality. After 30 days, we measured impact and saw gains in productivity and customer satisfaction.”

Brian Harris

Director, Americas Remote Support, Carestream Dental

“Even though we hired specialists to manually gather data and prepare resource plans, our outsourced operations were a blind spot. Now, with Genesys Workforce Engagement Management, all customer service sites and channels are on the same system. So, it is much easier to spot bottlenecks and be more efficient. That’s led to a 10% improvement in schedule adherence among our BPO partners.”

Gurpreet Sawhney

WFM Director, Etraveli Group

“One of our big differentiators is we do everything we can to avoid a hire and fire culture. Holding on to people and cutting back hours in a fair and transparent way is crucial. Genesys Workforce Engagement Management allows us to do that and is a lot easier to set up and use than our old solution. Now, we’re able to tightly run agent flex schedules, and optimize our volumes and work distribution.”

John Parente

Director of Contact Center Operations, Stanley Steemer

“Our efforts have translated into enhanced customer satisfaction, particularly in terms of call quality and text-to-speech clarity. Additionally, sentiment analysis enables our managers and team leaders to pinpoint specific coaching needs and knowledge gaps more effectively. We are also considering gamification for the future, as it offers a fun way to recognize and reward our dedicated team members.”

Aron Meyer

Solution Architect, Digital Workplace Solutions, Unisys