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Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

  • 1.  Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    GENESYS
    Posted 14 days ago
    Edited by Nicole Milliken 13 days ago

    Hello Community,

    We're excited to announce the launch of our "Your Voice, Your GKN: Share and Win!" contest, exclusively for community members like you!

    This is your chance to showcase how the Genesys Knowledge Network (GKN) has positively impacted your work and help us make it even better. The best part, we have a big prize for the winning story! 

    A panel of judges will review all of the story submissions and pick their favorite story. The winner will speed away on... an ELECTRIC BIKE!

    How to Enter: We want to hear about your GKN journey. Share your detailed story by replying below (to this thread). 

    How has GKN shaped your experience with Genesys products?

    Some ideas to get your story started: 

    • Overcoming Challenges: Describe a specific situation where GKN helped you tackle a workplace challenge. Which feature was a game changer for you?
    •  Enhancing Workflows: How has GKN streamlined your daily operations and problem-solving with Genesys products?
    • Skill Enhancement: Which GKN resource has significantly boosted your product knowledge or skills?

    For full contest and e-bike details, check out the contest page!



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 2.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    GENESYS
    Posted 13 days ago

    As you gear up to participate in our "Your Voice, Your GKN: Share and Win!" contest, I wanted to share some example responses to the questions you might choose to answer. These examples are meant to inspire your own submissions and give you a clearer idea of how you might structure your responses.

    Example Answers for Contest Questions:

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • Example Answer: When facing a system integration issue, I turned to the GKN and quickly found the answers I needed through its robust search. The site is pulling from so many Genesys sources which allowed me to find the resources I needed in one spot.

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Example Answer: I log into the GKN daily so that I can get all of the product updates I need. Being able to see the current roadmap, release notes, status updates, and Product Ideas Lab right on the home page has saved me so much time in my day-to-day work.

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • Example Answer: The Education & Training page on the GKN has been a great resource for growing my Genesys product skills, allowing me to easily find my Beyond content like subscriptions and enrolled course.

    We hope these examples help you craft your own unique and compelling stories about how the GKN has impacted your work with Genesys products. 

    Looking forward to seeing your entries!



    ------------------------------
    Derek Pigott
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    NEW MEMBER
    Posted 8 days ago

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?
    I turned to the GKN looking for answers and I was able to find a solution to meet the needs of the business.

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 
    I log into the GKN to check for product updates. Being able to see the release notes, and the Product Ideas info on the home page is a big time saver.

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    Since we are new to Genesys the Training pages and resources have been most helpful in getting up to speed on the system and contain a welth of information that is easily accessible. I have attended multiple classes and am working towards getting my certification.



    ------------------------------
    Debra Arthur
    McKesson Corporation
    ------------------------------

    Original Message


  • 4.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 8 days ago

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • I was struggling with an idea for a bot flow creating a call back and found a discussion thread that outlined how a data action could resolve the problem. 

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Short Answer - the roadmap. As the product owner it does about half of my research/organization for me. 

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • Knowledge Without Limit courses have taught me a lot, from building email flows to creating scripts to working with the API developer tool. 


    ------------------------------
    James Rowberry
    Northwestel, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 7 days ago

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?

    GFK was my answer to present releases and roadmaps in weekly team meetings.  Since they are there for me it saves time preparing presentations.

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 

    The thing that made me a daily GKN user is that it puts all the Genesys-related sites in one place. Before I found GKN I had to keep track of so many links to search when questions arose. But now I can search in Resources, Community, Status, and Release Notes in one place.

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 

    Release Notes has been the most valuable resource for me. I use multiple regularly but I use Release Notes weekly to see what is coming and test the changes and new features so I can advise the rest of the team about them.



    ------------------------------
    Daniel Cross
    Bright Horizons Family Solutions LLC
    ------------------------------

    Original Message


  • 6.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 7 days ago

    1. Overcoming Challenges:

      During the implementation of the Digital Bot Flow, I encountered a hurdle regarding answer retrieval within the bot. Turning to the GKN for assistance, I discovered a crucial insight: ensuring that the language settings matched the region (in our case, en-au) for the Digital bot to produce knowledge articles. This discovery proved pivotal, as it enabled the Digital Bot Flow to seamlessly access our internal knowledge base, empowering users to find precise answers and resources independently. As a result, we've observed a remarkable 76% decrease in customers reaching out to our Service Desk agents for support via chat interactions, marking a significant 65% improvement compared to 2023. With the Digital Bot now prominently featured on all self-help webpages, interactions via chat have surged by 52% this year, demonstrating the profound impact of these enhancements on customer engagement and support efficiency.

      This is a proud achievement of Monash IT Service Desk after months of hardwork.

    2. Enhancing Workflows:

      Regularly accessing the GKN allows me to stay abreast of product roadmaps, ensuring that I remain informed about upcoming features and developments. This proactive approach to staying updated enhances workflow efficiency by enabling timely adaptation to changes and aligning our strategies with evolving product capabilities.

    3. Skill Enhancement:

      The most valuable resource for enhancing my product knowledge and skills has been the extensive library of product documentation available on the Genesys Knowledge Network (GKN). These documents provide detailed information on all aspects of Genesys products, including features, functionalities, best practices, and troubleshooting guidelines. Whether I need to learn about a specific feature, understand implementation best practices, or troubleshoot an issue, I can rely on the comprehensive documentation available on the GKN to provide the information I need. This resource has been invaluable in helping me navigate and leverage Genesys products effectively in my role.



    ------------------------------
    Phaneendra Avatapalli
    Monash University
    ------------------------------

    Original Message


  • 7.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    GENESYS
    Posted 7 days ago

    The submissions are rolling in and if you are a US partner or customer and have posted to this thread with a GKN story, you're in the running for an e-bike! Remember, we're looking for those details that can really help us enhance the GKN and understand what is working best for you. Also, if there are other ways the GKN has helped you outside of the question examples, please share that story! Keep 'em coming!   



    ------------------------------
    Nicole Milliken
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    GENESYS
    Posted 5 days ago

    Thank you, Nicole! I also want to make sure everyone knows that creativity is always welcome here. Be sure to have fun with your submissions while ensuring to include substance.



    ------------------------------
    Clay Tison
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 5 days ago

    Hi Matt & Other Community members,


    Firstly I'd like to mention how much I enjoy Genesys overall - Beyond, GKN & Community Events & Discussions, and of-course working on Genesys Solution for our Customers.

    1. Overcoming Challenges:
    We work for various Customer in BT. GKN is always the 'To Go' Tool for any kind of clarification on specific feature/application.
    For an Issue I faced recently during Implementation for a requirement of multiple Queues for a solution - I utilized the Comprehensive troubleshooting section the most., as it helped me identify the root-cause of the issue/situation that we face & provided an effective solution.
    Game Changer for me is the accessibility to real-world examples & use-cases, which saves me a lot of hours in Trial & Error methods.
     
    2. Enhancing Workflows: 
    As I mentioned in my first-point - the troubleshooting guide & use-cases helps us to enhance customer's network.
    GKN enabled us to even propose 3rd-party Integrations like, Google Analytics or Salesforce, confidently because of it's Integration Guidelines, API documentation, code samples.
     
    3. Skill Enhancement:
    The 'Beyond subscription' helped me in achieving my Genesys Professional & Specialist (Architect & Scripting) Certifications. It has suitable content to not only pass the examinations, but also apply that knowledge in the real-world. I'm further working on my skill-enhancement by preparing for other Specialist exams like WFM & Outbound.

    No doubt, there is a lot that can be improved in Genesys Cloud, however I have experienced great customer satisfaction in most of teh bespoke solutions we provide to our customers in BT.

    Thanks


    ------------------------------
    Ashiesh Sharma
    BT plc
    ------------------------------

    Original Message


  • 10.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 5 days ago

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?
    I will use GNK to look help aid in finding solutions to questions we may have. GKN helps provide me with resource materials that can be filtered by date and type to match the needs we are looking for.

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 
    I will use GNK to check for updates when it relates to release notes and road maps. This allows me to stay well informed and notify my team of changes coming and what to expect. 

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 

    Training pages and webinars are the most helpful tools I use. The documentation receieved from these is wonderful and easy to follow and understand. 





    ------------------------------
    Kelly Krosting
    Crecera Brands, LLC
    ------------------------------

    Original Message


  • 11.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 5 days ago

    1. Overcoming Challenges:

    Question: How did the GKN help you overcome a challenge at work?
    Having to be the holder of all knowledge Genesys is a daunting job with 20 different resources, sites, and other sources of information that must be boiled down into digestible chunks of useful updates to our internal sales and technical staff.  We maintain our own sources of truth in various job functions when it comes to licensing, features, and updates, and no one has the time to look at, much less update these internal documents by perusing through the plethora of citations and literature from Genesys is not efficient.  GKN can provide me the latest and greatest across all these sources in a single, manageable resource materials that can be filtered by date and type to match the needs of our internal staff.  

    2. Enhancing Workflows:

    Question: How has the GKN streamlined your workflow with Genesys products? 
    Our organization has weekly feature updates with our sales staff, technical review of API releases, and customer updates that have to be produced by Wednesday of each week.  GKN has helped to pull in the information about each feature set and where to find out more information about the feature instead of scanning through the Genesys sites individually.

    3. Skill Enhancement:

    Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 

    Our clients are always asking for more training materials and more detailed information about Genesys Cloud.  With GKN, we are able to send them complete lists of resources appropriate to their requests and fine-tuned to the media type requested.  We especially like how the searching function finds relevant results from minimal search parameters.  I would really like to see a CoPilot-type search that provides a summary with references for the search term to make GKN a one-stop for our sales and marketing materials.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 12.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 5 days ago

    Hello,

    GKN has profoundly shaped my experience with Genesys products in several meaningful ways.

    -  Overcoming challenges: I vividly recall a critical situation where our contact center faced a sudden surge in call volume, putting a strain on our operational capabilities. With GKN's expertise and their deep understanding of Genesys products, we were able to swiftly implement a solution that optimized our call flows and enhanced our overall efficiency. Their sharp knowledge of specific Genesys features, particularly those facilitating effective management of traffic spikes, proved to be a real asset in that scenario.

    - Enhancing workflows: : Incorporating the GKN into my daily routine has significantly streamlined my workflow with Genesys products. By accessing the platform regularly, I stay up-to-date with the latest product updates, roadmap insights, release notes, and status updates. Additionally, having direct access to the Product Ideas Lab on the homepage has expedited the process of sharing feedback and ideas, ultimately enhancing collaboration and productivity within our team.

    - Skill enhancement: GKN provided invaluable resources that greatly bolstered my product knowledge and skills. Through their comprehensive training programs and informative documentation, I gained a deeper understanding of Genesys functionalities and best practices. This empowered me to troubleshoot issues more effectively, optimize system configurations, and proactively explore new features to further enhance our operations. and I have finally my first certification Genesys :D 



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------

    Original Message


  • 13.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    GENESYS
    Posted yesterday

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • As a newer Genesys employee, the biggest challenge is finding information to help you learn. Many things come up and you may not know the answer but I use GKN like I use Google, the first place I go is there to search for an answer. Many times I not only find my answer, I find other related things that I didn't know that help me in my job.

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • I consistently use GKN to find tips and tricks to help my workflow. Being newer to Genesys, I know there are ways to do things by the book and then there are ways to do things like a seasoned employee would do that make it faster or easier. I learn both ways on GKN so I can optimize my time and understand the best way to get a job done so the customers are happy and not delaying things because I am figuring them out on their expense.

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • The resources tab is the most valuable for me as it has many areas to cover many topics about our products and company. From what is in the AppFoundry to the help page, I learn something new every time I use that resource.


    ------------------------------
    Scott Tamborski
    Genesys - Employees
    ------------------------------

    Original Message


  • 14.  RE: Contest - Share Your GKN Story & Win a Cafe Cruiser Electric Bike!

    Posted 4 hours ago

    1. Overcoming Challenges:

    • Question: How did the GKN help you overcome a challenge at work?
    • When facing a system integration issue, I turned to the GKN and quickly found the answers I needed through its robust search.

    2. Enhancing Workflows:

    • Question: How has the GKN streamlined your workflow with Genesys products? 
    • Find release notes, status updates, and Ideas in my day-to-day work.

    3. Skill Enhancement:

    • Question: Which GKN resource has been the most valuable in enhancing your product knowledge or skills? 
    • The Education & Training page on the GKN is a great resource for growing my Genesys product skills, a


    ------------------------------
    Danald Lee
    State of Texas - University of Texas Southwestern Medical Center
    ------------------------------

    Original Message


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