Workforce Engagement Management

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Do you coach, train or develop?

  • 1.  Do you coach, train or develop?

    GENESYS
    Posted 04-30-2020 16:25
    We are looking for your help.

    As part of the Performance Management features that we are working on, we are looking to create a view of what Training and Coaching sessions an Agent has been assigned.

    This will be a simple chart listing the:
    • Type of activity
    • When it will take place or was completed
    • Who will be coordinating the session
    • Results / Scores 
    so that Agents and Supervisors can track what Training and Coaching the Agent has coming up and how well they are performing historically.

    So what should we call this new chart?
    What do you call the collection of Training and Coaching activities in your business?

    We all have our preferred phrases, as Fred Astaire & Ginger Rogers put it in "Let's call the whole thing off":
    You say eether and I say eyether
    You say neether and I say nyther
    Eether, eyether, neether, nyther

    You like potato and I like potahto
    You like tomato and I like tomahto
    Potato, potahto, tomato, tomahto!

    Only we'd rather not call the whole thing off :)
    #PerformanceManagement

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    Paul Wood
    Performance Management Product Manager
    Genesys - Employees
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  • 2.  RE: Do you coach, train or develop?

    GENESYS
    Posted 04-30-2020 17:29
    (Personal) Development Activities

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    Brian Thomson
    Genesys - Employees
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  • 3.  RE: Do you coach, train or develop?

    GENESYS
    Posted 05-01-2020 06:38
    thanks, Brian :)
    I thought you might come up with this one.

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    Paul Wood
    Genesys - Employees
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  • 4.  RE: Do you coach, train or develop?

    GENESYS
    Posted 05-11-2020 05:20
    Following the feedback that we have had, we are thinking of going with Development as the umbrella term for the new Coaching Appointments and Learning Assignments view.

    Does this fit with the language that you use in your organisation?

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    Paul Wood
    Genesys - Employees
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  • 5.  RE: Do you coach, train or develop?

    GENESYS
    Posted 05-12-2020 21:44
    Edited by Prashanth Sreetharan 05-12-2020 21:44
    Hi Paul,

    We should distinguish between "participating in / attending" and "completing" an activity. For example, one may be required to attend a training then complete an, or multiple, assessment(s) to attain a 'certificate of completion'  (or similar). Another use case is where one attends a training session but leaves midway without completing the session.

    On a separate but related point, the ability to group activities into Courses (or Programs or similar) and track completion and the Course level will be useful to have.

    Regarding naming convention, again it might be useful to make a distinction between employee Engagement type activities and Development type activities. I.e. a recurring 1-on-1 session between a Team Lead and Agent is an Engagement type activity which may or may not have a Development component to it. Conversely, an eLearning is likely a Development activity without an Engagement component.

    Just some food for thought. I hope it helps!


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    Prashanth Sreetharan
    Principal Strategic Business Consulting
    Genesys - Employees
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  • 6.  RE: Do you coach, train or develop?

    GENESYS
    Posted 05-13-2020 06:00

    Thanks for this @Prashanth Sreetharan

    The Planned aggregate view of assigned Coaching Appointments and Learning Modules will show the current Status of the activity and it will list the Attendee(s) and Facilitator(s) for each Coaching Appointment.

    There will be a number of filtering options available to help locate the Activities that you are looking for.

    At the moment Coaching Appointments and Learning Modules will be stand-alone features. Over time these will be grown and become more integrated with the wider Performance Development features to help deliver structured Agent specific Development journeys.


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    Paul Wood
    Genesys - Employees
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  • 7.  RE: Do you coach, train or develop?

    GENESYS
    Posted 05-13-2020 04:49
    Hi

    I agree with Brian, Development is a catch all which can include Training, Coaching, Performance discussions etc

    Cheers

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    Andrew Boland
    Genesys - Employees
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