When it comes to Workforce Engagement Management, there's no shortage of outdated assumptions floating around. That's why we're setting the record straight during #WEMay-a month dedicated to highlighting the real power behind Genesys Workforce Engagement Management (WEM). Today, we're tackling common myths about Quality Assurance and Compliance to reveal the robust, AI-driven tools that Genesys Cloud CX actually offers.
Let's dive in and bust some myths.
Quality Assurance & Compliance
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Myth: Genesys only records voice interactions.
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Myth: Real-time monitoring is limited to call listening.
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- Reality: Genesys Cloud CX allows supervisors to utilize features like barge-in and whisper to actively engage during live interactions, enhancing real-time support and coaching. Learn more
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Myth: Quality evaluations are entirely manual.
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- Reality: Genesys Cloud CX allows supervisors to use manual and automated quality evaluations, leveraging AI to assess interactions, reducing manual effort and ensuring consistent assessments with Evaluation Assistance and AI scoring. Learn more
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Myth: Post-call surveys are generic and inflexible.
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- Reality: Genesys Cloud CX offers customizable post-interaction surveys across various channels, enabling organizations to gather targeted feedback. Learn more
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Myth: Speech and text analytics only support English.
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- Reality: Genesys supports multi-language transcription and sentiment analysis, catering to global teams and diverse customer bases. Learn more
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Myth: Compliance tools don't address data privacy regulations.
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- Reality: Genesys Cloud CX includes features like pause/resume recording and data masking to help organizations comply with regulations like PCI DSS and HIPAA. Learn more
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Myth: Quality management tools are separate from other systems.
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- Reality: Genesys Cloud CX quality management solution is native to the platform and is integrated with other WEM components, providing a unified platform for performance monitoring and improvement. Learn more
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Myth: Only supervisors can access quality evaluation results.
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- Reality: Genesys Cloud CX grants agents access to their evaluations, promoting transparency and self-improvement. Learn more
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Myth: Quality assurance doesn't impact customer satisfaction.
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- Reality: Effective QA processes lead to improved service quality, directly enhancing customer satisfaction and loyalty. Learn more
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Myth: Screen recordings are limited to a single monitor.
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- Reality: Genesys Cloud CX supports multi-monitor screen recording, capturing comprehensive agent desktop activity. Learn more
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Myth: Quality evaluations can't be customized.
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- Reality: Genesys Cloud CX grants organizations the flexibility to create evaluation forms tailored to specific needs and objectives. Learn more
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Myth: Speech analytics only transcribe conversations.
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- Reality: Genesys Cloud CX goes beyond transcription, Genesys provides Customer sentiment analysis, Agent empathy analysis, categories, topic spotting, topic miner, content search, and dictionary management to derive meaningful insights from interactions. Learn more
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Myth: Quality management tools are only for voice channels.
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- Reality: Genesys Cloud CX supports quality management across multiple channels, including chat, email, and messaging. Learn more
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Myth: Compliance features are reactive, not proactive.
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- Reality: Genesys Cloud CX enables proactive compliance through policy-based recording and monitoring, reducing risks before issues arise. Learn more
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Myth: Quality assurance processes are time-consuming.
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- Reality: Genesys Cloud CX automation and AI-driven evaluations streamline QA processes, saving time and resources. Learn more
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Myth: Agents can't receive immediate feedback.
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Myth: Quality management doesn't support remote teams.
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- Reality: Genesys Cloud CX's web-based platform ensures quality management tools are accessible to remote and distributed teams. Learn more
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Myth: Quality assurance is only about identifying mistakes.
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- Reality: QA also focuses on recognizing and reinforcing positive behaviors, promoting continuous improvement. Learn more
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Myth: Compliance tools don't adapt to changing regulations.
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- Reality: Genesys Cloud CX regularly updates its compliance features to align with evolving industry standards and regulations. Learn more
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Myth: Quality management doesn't contribute to business growth.
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- Reality: Effective QA processes enhance service quality, products and services improvement, customer satisfaction, and operational efficiency, driving business growth. Learn more
Let's be honest-when people hear "Quality Assurance" or "Compliance," they don't usually think exciting. But as we've seen, with Genesys Cloud CX, it's anything but boring. From AI-assisted evaluations to multilingual sentiment analysis and screen recordings on steroids, the truth is clear: WEM isn't stuck in the past.
So go ahead-pause that recording (legally), whisper some wisdom mid-call, and automate like a QA rockstar. Because in the world of Genesys WEM, compliance isn't a checkbox-it's a superpower.
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Tracy
Genesys
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