The following is from the April 22nd release of Agent Empathy.
Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.
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Glenda Kingston
Sedgwick Claims Management Services, Inc.
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