A place to ask questions, connect with others, and stay in the know
It's official: we're twenty years into the new millennium. And as we enter the new "roaring 20's", we've already started to see changes take hold-especially in the workplace. This applies doubly for the contact center floor, where a rising need to provide excellent customer service and experience meets the expectations of an increasingly demanding workforce with newer, more exacting generations that prioritize maintaining a work-life balance above simple monetary rewards.
So how can companies adapt to these changes?
You can usually tell when the person on the other side of your customer service call isn't properly trained, doesn't have the right tools at their disposal, or are just plain having a bad day. That's why it falls on companies to give their employees the tools and resources to provide the best service possible. Providing features and options that not only empower employees to manage their time but drive their own professional development is key to keeping younger generations engaged and lowering overall attrition in the contact center.
It's time for a rebrand! The Workforce Optimization community is now the Workforce Engagement Management community. Our focus moving forward will be on keeping our community informed and knowledgeable about the challenges and solutions for building a high performing, engaged workforce using the functionalities delivered through Genesys Cloud and Genesys Engage.
What will you find in the new Workforce Engagement Management community?
Supporting this new focus for the Workforce Engagement Management community is our team of administrators and moderators.
And supporting our team is our group of WEM Experts, that span from product management, solutions consulting, professional services to sales.
If you haven't already, join the Workforce Engagement Management community or get started by checking out our latest discussion "Back to Basics: Deciphering the WEM Code."
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.