EE33 - Titles and Canonical Info
Contents
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 Development and Assessment |
Automate skills assessment of employees, contractors and teams. Improve capability by training, coaching and certifications. |
Workforce Engagement |
No draft |
Not published |
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 andoperations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience
Platform Solution: Identify skills that drive desired business results, then create models to distribute this knowledge in aconsistent manner. Automate employee skills and capability assessments to measure, manage and developindividual skills. Provided targeted additional training if needed.
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 Agent Competency | Gain key insights on the skills and capability of high performers and use this as the basis for developing skills and capabilities of all other agents. |
Improved Customer Experience | Instill customer confidence and experience through consistent agent knowledge. |
Improved Employee Utilization | Provide targeted self-paced training to fill down times with knowledge gaps and improve overall performance. |
High Level Flow
High Level Flow Steps
- Identify skill requirements and create baseline skills assessments
- Agents complete their required skill trainings and assessments
- Skills gaps are identified and Learning items are assigned to reduce skill gaps
- Agent's manager is notified periodically on agents skill gaps and improvements
- Manager implements continuous skill improvement and revised assessments needed for the agent
Data Sheet Image
Canonical Sales Content
Personas
Qualifying Questions
Pain Points (Business Context)
Desired State - How to Fix It