EE13 - Titles and Canonical Info

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Important
This information is shared by EE13 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Skills Assessment

Automate employee skills and capability assessment

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: To match customers with the most appropriate agents, you need an accurate assessment of employee skills. This challenging-but-necessary task can be complicated by internal processes. As you align with HR and operations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience.

Platform Solution: Automate employee skills and capability assessments to measure, manage and develop individual skills. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Provide consistent customer experience through consistent knowledge training.
Improved Employee Utilization Utilize the best-trained agents to handle specific interactions.
Reduced Overtime Costs Provide targeted self-paced training to fill knowledge gaps during down times.

High Level Flow

High Level Flow Steps

  1. Create baseline assessments
  2. Agents take the assessments
  3. The results are collated
  4. Identify who the high performers are
  5. Assign learning items to support identified knowledge gaps
  6. Take assessments and knowledge nudges
  7. The manager is notified
  8. A performance report is created

Data Sheet Image

CE28 - genesys knowledge management - header (2).png

Canonical Sales Content

Personas

  • Contact Center Supervisor / Manager
  • Head of Customer Experience
  • Head of Workforce Planning


Qualifying Questions

  1. Do you have clear visibility of your employee development across all organizational units?
  2. How do you measure and validate competencies in your contact center?
  3. Do your agents provide consistent customer experience?

Pain Points (Business Context)

  • Core competencies for role not defined and validated
  • Inconsistent customer experience
  • Labor intensive L&D processes
  • Limited Visibility of employee development
  • Non-Conformities and Risk Exposure as untrained or unskilled employees many be allow to handle customer interactions.

Desired State - How to Fix It

  • Employee skills and capability data are aligned with HR, L&D and Operations.
  • Employee are able to have a self-paced learning platform to improve their speed to competency.
  • Learning assign automatically based on knowledge gaps
  • Clear visibility of the skill levels of all employees across the enterprise.
  • Reduces L&D costs by providing targeted learning
  • Provide consistent customers experience by providing skilled and capable employees across channels.
  • Centralize reporting for training and coaching


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