EE15 - Titles and Canonical Info

Important

This information is shared by EE15 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Proficiency Development	Automate personal development plan for employees	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Companies spend a lot of time and money to attract top performing talent — only to realize this talent leaves after a short tenure. When motivating and retaining employees is a challenge, the organization can feel like a revolving door. This takes a toll on morale, resources and your customer experience.

Platform Solution: Give employees a clear view of their long-term journey within your organization. After initial onboarding, a clear personal development plan keeps employees motivated and engaged. Aligning organizational KPIs with individual objectives, gives your employees a way to track their progress against individual development plans.

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	Well-trained, long-term employees directly impact enterprise morale and customer service.
Improved Employee Utilization	Provide measurable objectives and targets while creating individual training plans.
Reduced Employee Attrition	Build long-term employee journeys by providing automated personal development plans.

High Level Flow

High Level Flow Steps

1. Align the employees skills with their performance
2. Review the development plan with employees
3. The manager approves and finalizes the plan
4. Conduct the periodic reviews and add all neccessarry comments and feedback
5. Complete the potential capability assessment
6. Based on results, set ew goals and targets and continuously review the new goals

Data Sheet Image

Canonical Sales Content

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Personas

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

Qualifying Questions

1. Do have high staff attrition in your organization?
2. Are you able to track employee skills capability across the employee journey?
3. Are you able to provide automated targeted learning based on individual employee knowledge gaps?