WE03/Canonical

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Employee Performance	Agent Skills development, Performance management and Gamification	Employee Engagement	Workforce Engagement	No draft	GenesysCloud	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Because contact centers experience constant employee turnover, they need a solution to quickly onboard and train new employees. They also need a way to easily keep their employees up-to-date on frequent changes in company policies and procedures, or introduction of new products and services. 

Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. A tailored, appropriate, and clear development plan is key.

But often, gauging performance is a challenge because KPI metrics are spread across multiple systems. Contact centers need a solution that brings this data together to provide a holistic scorecard to ensure an accurate and comprehensive view of performance.

Motivating and engaging employees to perform well can also prove difficult. Often, employees must navigate different systems or locations to complete tasks or understand their performance expectations.  Having a centralized, at-a-glance view of their tasks, along with clear, up-to-date information on their performance helps alleviate employee pains of working in a contact center — and improve contact center KPIs like employee turnover, engagement, and productivity.

Platform Solution: Genesys Cloud provides a best-in-class, combined workforce engagement suite that lets you manage the end-to-end employee management process through a single application.

Genesys Cloud lets you easily deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date on all the latest policies, procedures, products, and services within your organization. These modules can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization.

Genesys Cloud gives employees a single, holistic view of the information needed to perform their role successfully. Performance metrics from across the platform are consolidated into a unified scorecard that can be viewed by employees and managers alike to understand performance across all defined objectives. This allows employees to see trends in their performance, and compare against their peers to help motivate and improve their own performance. 

Managers can quickly identify performance gaps and easily bring together interactions, evaluations and supporting documents to set up and conduct coaching sessions to improve KPIs.  

Genesys Cloud lets you deploy powerful workforce engagement capabilities in onboarding development, learning & training, performance management, coaching, and gamification all from a single platform. The solution makes the lives of your employees better by minimizing traditional, tedious manual processes and promoting a more collaborative working environment.

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	Access to intuitive, real-time gamified performance dashboards empowers agents to understand their performance and focus on self-development and improve their compentence.
Improved Insights and Visibility	Providing a structured measurement and deep insights into agent development at each stage of the learning journey helps address any knowledge gaps diligently.
Reduced Employee Attrition	Clearly defined recognition and rewards system integrated with personalized skill development tools motivates agents to reach their goals and grow within the organization.

High Level Flow

High Level Flow Steps

1. Performance and gamification objectives are defined by the Performance Manager and shared across the team.
2. Learning modules and assessments to onboard new agents or train on specific skills can be built and subsequently assigned and incorporated into Employee development plans.
3. Employees can view summarized and real-time information about their performance, as well as access their day’s schedule, upcoming coaching appointments, and assigned learning from Agent Activity,
4. Performance metrics are monitored in scorecards and leaderboards to identify and reward top performers.
5. Depending on performance summary, coaching appointments and additional learning modules can be assigned.

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Contact Center(s)
• Head of Customer Experience

Qualifying Questions

1. Are your Agents Demotivated?
2. Are there significant learning gaps faced by Agents?
3. Is scheduling a Coaching in organization a tedious task?
4. Are your agents feeling that there performance Appraisal is not justifiable?
5. Are managers in your organization unable to provide continuous performance improvement to agents?

Pain Points (Business Context)

• Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems)
• No single source of truth for understanding good performance
• Consolidated performance data not presented to employees or their managers to facilitate coaching or to plan for training and development of Individuals
• In ability to report on performance data o senior executives and stakeholders
• Inconsistent customer experience
• Labor intensive Learning & Development 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 assigned 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
• Have a centralized view of employee performance across the enterprise
• Create job role profiles directly aligned to business goals
• View individual employee performance to target coaching or development
• Compare your departments, branches, business units, centres to identify top, mid and low performance.
• Motivate Agents by Gamification