EE34 - 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 Performance Management |
Identify high-performance skill sets and manage performance of agents, teams, and outsourced contractors |
Employee Engagement |
Workforce Engagement |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Identifying and rewarding top-performing agents and business units is a challenge when performance data is spread across multiple systems. Not having consolidated performance data makes it difficult to reward success and target individual training to fill knowledge gaps. Agent attrition due to incorrect performance management is a major challenge that impacts customer experience.
Platform Solution: Create a single source of truth by consolidating data from disparate systems for the identification of performance benchmarks and top performers. Give agents a clear view of their long-term journey within your organization and a clear personal development plan to keep them motivated. Aligning organizational KPIs with individual objectives gives your agents a way to track their progress against individual development plans and improve skills.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results
High Level Flow
Info needed
Data Sheet Image
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Canonical Sales Content
Personas
- Contact Center Supervisor / Manager
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
- Head of Workforce Planning
Qualifying Questions
- Do you have a consolidated view of employee performance?
- Can you easily compare employee performance across your enterprise?
- Are you able to pinpoint the KPIs that will have the greatest impact on performance?
Pain Points (Business Context)
Desired State - How to Fix It