A place to ask questions, connect with others, and stay in the know
We've mentioned our Genesys Cloud WEM disciplines before, but what do each one of these mean? In this short series, we'll be taking a magnifying glass to each of our disciplines to give you a deeper understanding of how our full capability suite works together to deliver the best workforce engagement solution.
Let's kick off our exploration with:
If you participated in our recent Quality Management Scavenger Hunt, you may have an idea of what this discipline entails.
Your contact center deals in outstanding customer experiences. For your customers, a truly helpful, timely and effective interaction is not a benefit, but an absolute necessity. Moreover, interactions not only need to be successful but need to adhere to both corporate and governmental policies.
Solution: Close monitoring and evaluation.
But how do you increase the efficiency of your evaluation process? How do you ensure compliance requirements are met, and that interactions are managed and evaluated throughout all channels?
Enter Genesys Cloud WEM's Quality Assurance & Compliance.
The Genesys CloudTM Workforce Engagement Management suite delivers a consolidated platform for recording and quality management with end-to-end recording and rich interaction metadata. Its capabilities include:
This last one is a bit of a unique breed of feature where disciplines like Quality Assurance & Compliance and Employee Performance (which we'll cover in a later post) overlap!
Voice of the Customer and EmployeeGauges your customers' and employees' experiences after an interaction and captures feedback automatically.
"Okay", I hear you say skeptically, "but what's so special about this discipline?"
Well, with Genesys CloudTM Quality Assurance and Compliance, processes are built together from the beginning to ensure that all interactions are handled seamlessly in a way that's both effective and efficient. To do so we leverage:
Automation everywhere Gone are the days of traditional evaluation techniques that rely on manual search, selection and assignment of evaluations! You can now manage recordings and coordinate calibrations by creating quality policies that scale.
Getting more accurate and consistent agent evaluations is easier than ever. Using scoring features and coaching comments within evaluation forms allows for better understanding and implementation of a more balanced scoring model.
Manage all your quality processes in one fell swoop. Supervisors and quality managers can easily access interaction recordings, perform quality evaluations, schedule coaching, and assign learning and assessment items from a single location for all channels.
Not to mention, that AI-powered capabilities such as sentiment analysis and speech and text analytics are poised to become essential tools in the quality management process.
Of course, this is just a short preview on Quality Assurance and Compliance. Remember, you can specialize and refine your skills through Genesys Beyond courses such as Genesys Cloud Quality Management and Genesys Cloud Recording and Quality Management Basics. And you can always learn more about quality management in our Genesys Resource Center.
If you have any questions, comments, or would just like to learn more about this discipline, be sure to leave us a comment below!
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.