Workforce Engagement Management

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one month ago
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Quality administrators, evaluators, or supervisors can now add an interaction to an existing coaching appointment for anyone involved in the interaction. This ability eliminates the ...

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2 months ago
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Using game mechanics, recognition and social media concepts, Genesys nGAGEMENT influences agents’ behaviors by leveraging people’s natural desire for competition, collaboration, achievement, ...

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2 months ago
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Creating effective and flexible schedules is the first step to maximizing your workforce management. It's also a necessary component to making the most out of your Genesys nGAGEMENT ...

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2 months ago
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Keep your agents engaged, in both mind and spirit! Tools like quizzes and contests offer a different approach to assessing and bettering agent knowledge and performance, allowing users ...

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2 months ago
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Gamification is not about playing games but using game concepts to enhance your agents experience. By gamifying KPIs and setting customized goals (or Sparks), contact center leadership ...

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2 months ago
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As humans, we naturally desire things like status and competition. Genesys nGAGEMENT allows organizations to harness those intrinsic motivations to spur higher performance, continued ...

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2 months ago
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Crafting a powerful agent experience isn’t that far off from creating a satisfying user experience. Genesys nGAGEMENT aims to create a gamification environment that agents will find ...

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2 months ago
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Check out our comprehensive guide to setting up, selecting metrics and getting started with your nGAGEMENT Premium App.

About Genesys nGAGEMENT
Using game mechanics, recognition ...

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3 months ago
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On August 19, 2020 we released the new voice transcription feature in Genesys Cloud.

Voice transcription transcribes voice interactions (that is, audio) into text that is stored ...

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5 months ago
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Hi, 

On May 27 we release the first of part of our Genesys Cloud Coaching feature. This enables Quality Manager/Supervisors to create Coaching Appointment with Agents to help bridge ...

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