Workforce Engagement Management

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  • 1.  Whats your favourite WEM feature and why?

    Posted 20 days ago

    I'm curious, whats currently your favourite WEM feature you use and why?

    (Example: My current favourite WEM-adjacent feature is Speech and Text Analytics - especially when paired with things like Predictive Routing.

    GPR helps get the customer to the right person, but analytics helps us understand why the interaction went the way it did afterwards: topics, sentiment, trends, coaching opportunities, and all the "aha, that's what's really happening" moments. Basically, routing gets the right match; analytics gives us the receipts. 😄)

    Looking forward to hearing everyones take 🐱


    #AIScoring(VirtualSupervisor)
    #SupervisorCopilot(AIInsights)
    #CapacityPlanning
    #CoachingandLearning
    #CustomerSurveys
    #Forecasting
    #Gamification
    #Intraday,Shrinkage,Adherence
    #QualityEvaluations
    #RealTimeMonitoring
    #Recording,Policies
    #ScheduleGeneration
    #ScheduleManagement
    #SpeechandTextAnalytics
    #Tempo(MobileApp)
    #TimeOff,AbsenceManagement
    #Tracking
    #WFMConfiguration,BestPractices
    #GeneralQuestion
    #GenesysAnnouncements

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    Marcus
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  • 2.  RE: Whats your favourite WEM feature and why?

    Posted 20 days ago

    Great question, Marcus! We're always keen to hear what's working well for you all. 😊

    What's your favourite WEM feature and why? Has it helped save time, improve planning, boost engagement, or solve a challenge for your team?

    Jump into the discussion and share your experience - your insights could help inspire others in the Community too! 👏



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    Tracy
    Genesys
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    Original Message


  • 3.  RE: Whats your favourite WEM feature and why?

    Posted 19 days ago

    Thanks!

    Thought I'd simply ask, as there is so much happening right now around WEM it feels!



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    Marcus Andree
    Customer Success Manager
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    Original Message


  • 4.  RE: Whats your favourite WEM feature and why?

    Posted 19 days ago

    Hi @Marcus Andree,

    In my case, it would also be Speech and Text Analytics. The difference is that we use it with Triggers to monitor some sensitive topics. When something is detected, we send an email to the responsible team to review it, so we have a chance to act and address the situation before it turns into a complaint.



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    Elisson Fernandes
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    Original Message


  • 5.  RE: Whats your favourite WEM feature and why?

    Posted 19 days ago

    Love this - Thanks for sharing this great (reactive/proactive) use case with us!



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    Marcus Andree
    Customer Success Manager
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    Original Message


  • 6.  RE: Whats your favourite WEM feature and why?

    Posted 16 days ago

    Schedule Generation with Work Plans & Forecasts.

    Shifts automatically placed where they should be, lovely.



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    Brahdilleone Dermody
    na
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    Original Message


  • 7.  RE: Whats your favourite WEM feature and why?

    Posted 13 days ago

    As you mention, I think the most impressive is the ability to interact between them, for instance: how QA interacts with STA (AI Scoring and Ev Assistance), Gamification, WFM with Scheduling Coahing sessions, also giving feedback to PR... how the data is used here between modules is mindblowing. There are so many features and mechanisms that takes us to out-of.the box thinking, alowing a lot of posibilities...



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    Miguel Lopez
    Solutions Consultant
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    Original Message


  • 8.  RE: Whats your favourite WEM feature and why?

    Posted 13 days ago

    STA! Because of interaction coverage and valuable insights! 



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    Vasylyna Gumel
    Senior CX Advisory Consultant
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    Original Message


  • 9.  RE: Whats your favourite WEM feature and why?

    Posted 13 days ago

    A lot of this has been table stakes for WEM/WFM/WFO for a long time. I think of the non-traditional WFM tools, my favorite GC WEM feature is that it keeps getting better. But of the actual features, having built-in gamification is the type of simple QOL feature that makes life easy for call center leaders.  And AI scoring.  No one wants to keep being the call center where 1% of the calls are reviewed.  It can't do a full QA for our calls, but it can automate soft skills scoring and that's at least half of the battle. Being able to score soft skills at scale makes life a lot easier for our leaders and trainers



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    Chad Blanton
    Director
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    Original Message


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