EE16 - Titles and Canonical Info

Important

This information is shared by EE16 use cases across all offerings.

Administration Dashboard

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

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Skills Management	Align employee skills and capability with operational performance	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Your frontline employees directly impact customers’ perception of your company. Yet it’s very difficult to know at any given point that your agent resources have the skills needed to drive business outcomes and are properly representing your brand.

Platform Solution: Identify skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess agent understanding of what you’ve provided, then target additional training if needed. Compare and track completion and effectiveness in driving your business performance metrics.

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	Customers will wait longer, and be more satisfied to interact with knowledgeable staff
Reduced Employee Attrition	Replicate effective pitches and approaches across your resources to close more sales
Reduced Penalties and Fines	Distribution of policy/process change, and knowledge verification reduces compliance exposure

High Level Flow

High Level Flow Steps

1. A supervisor identifies an agent
2. The baseline assessments are created
3. The agent takes the assessments
4. Identify who the high performers are
5. Assign learning items based on performance
6. The supervisor creates the performance report

Data Sheet Image

Canonical Sales Content

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Personas

• Head of Compliance
• Head of Operations
• Head of Sales Operations

Qualifying Questions

1. Tell me about your process to refresh/enhance the skills of your existing resources?
2. How do you communicate policy/procedure changes that could affect your regulatory compliance?
3. How do you define what a successful agent looks like?

Pain Points (Business Context)

• Coaching and training is not delivering the desired performance improvement
• Employee development budget reductions are limiting the scope that can be covered
• Business process for employee engagement and development is not aligned across entities leading to inconsistent performance levels and customer experience.
• Inconsistent Record Management across functional groups

Desired State - How to Fix It

• Developing skills and capabilities of all other employees base on insights on the skills and capability of high performers.
• Able to provide targeted development based on the specific skills and capability gaps when compared against a high performer in the same role.
• Employee skills and capabilities are aligned to actual business performance.
• Replicating key skill drivers that deliver a consistent customer experience across all channels.
• Centralize reporting for training and coaching