EE13 - 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 Assessment |
Automate employee skills and capability assessment |
Employee Engagement |
Workforce Engagement |
No draft |
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 and operations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience.
Platform Solution: Automate employee skills and capability assessments to measure, manage and develop individual skills. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels.
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 | Provide consistent customer experience through consistent knowledge training. |
Improved Employee Utilization | Utilize the best-trained agents to handle specific interactions. |
Reduced Overtime Costs | Provide targeted self-paced training to fill knowledge gaps during down times. |
High Level Flow
High Level Flow Steps
- Create baseline assessments
- Agents take the assessments
- The results are collated
- Identify who the high performers are
- Assign learning items to support identified knowledge gaps
- Take assessments and knowledge nudges
- The manager is notified
- A performance report is created
Data Sheet Image
Canonical Sales Content
Personas
- Contact Center Supervisor / Manager
- Head of Customer Experience
- Head of Workforce Planning
Qualifying Questions
- Do you have clear visibility of your employee development across all organizational units?
- How do you measure and validate competencies in your contact center?
- Do your agents provide consistent customer experience?
Pain Points (Business Context)
Desired State - How to Fix It