WE03/Canonical

Important

This information is shared by WE03 use cases across all offerings.

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Titles and Taxonomy

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

Canonical Information

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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.

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

Optimizing Coaching is a tedious operational processes between departments such as resource planning/forecasting, training, and contact center operations.

Platform Solution: Consolidated view of Performance Scores consisting of various KPI data provides insights in 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.

Create best in class learning modules to improve skills of Agent to drive desired business results, Create models to distribute this knowledge in a consistent manner. Automate employee skills and capability assessments to measure, manage and develop individual skills. Provided targeted additional training if needed

System driven scheduling of Coaching helps remove the challenges in tedious manual process, promoting a more collaborative working practice while managing the end-to-end process as a single entity. Managers and trainers can request and schedule their own ad-hoc meetings, Coaching and training seamlessly.

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