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November 4, 2021 – Duration: 26:25
In the contact center, your agents are the key to delivering outstanding customer experiences. And knowing what your agents value most is the key to motivating and retaining your best performers. In this episode, hosts Michael Logan and Ginger Conlon discuss what high-performing agents value according to the Human Values Report, a global study of nearly 17,000 agents. Cam Smith, Vice President of Product Management for Workforce Engagement Management at Genesys, adds his insights on how CX leaders can align employee and organizational goals, foster a sense of belonging and purpose, and provide personalized development opportunities for every employee. With AI-powered workforce engagement tools, it’s easier than ever.
Cameron is the Vice President of Product Management responsible for Workforce Engagement Management with over 19 years of experience across operational and consultancy roles. He is responsible for the delivery of solutions to the market including Strategy and Commercial Readiness. Since beginning with Genesys in 2008, Cameron has been providing organizations globally with transformational thinking and delivery focused on Employee Engagement and Customer experience. He is a certified Customer Experience Professional and is currently based in Seattle, Washington.
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