Workforce Engagement Management

17 Entries
 
 
5 days ago
2 people like this.

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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5 days ago
2 people like this.

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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5 days ago
1 person likes this.

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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5 days ago
1 person likes this.

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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5 days ago
1 person likes this.

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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5 days ago
1 person likes this.

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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19 days ago
1 person likes this.

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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one month ago
2 people like this.

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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3 months ago
4 people like this.

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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4 months ago
1 person likes this.

This video describes how to add an activity to an agent or a group of agents at one time.  The Activity can be entered in at a specific time or the scheduler can provide a list of optimized ...

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