Hi folks!
For the month of May, the WEM community always turns it out with fun events and this time was no exception. They capped off their WEMAY event with some tough trivia questions in their WEM-AI Trivia Tower event. The results of this contest had an interesting twist: we had three top winners, but NONE OF THOSE PLAYERS chose to answer the bonus question worth three extra points. So even though they did the best at getting the trivia questions correct, they did not win the top prize, as those few extra points pushed other players to the top spots. I can't tell you enough how much those few points matter when it comes to deciding an overall winner.
Before I reveal who that final winner is, check out the answers below to the WEM-AI Trivia Tower questions:
- Question: What year did the first known contact center open in the United States?
- 1965
- Answer: 1967
- 1970
- 1972
- Question: In which year did the first computerized call center system, known as Automatic Call Distributor (ACD), become commercially available?
- 1969
- 1972
- Answer: 1973
- 1977
- Question: which company is credited with pioneering the concept of "quality monitoring" in call centers in the late 1970s?
- SAP
- Answer: AT&T
- Oracle
- Genesys
- Question: In which year was the term "speech analytics" coined to describe the process of analyzing recorded conversations for insights and trends?
- Answer: 2004
- 2005
- 2006
- 2007
- Question: What is the purpose of a Quality Monitoring (QM) scorecard in contact centers?
- To gain insight into customer interactions and ways in which agents can improve them.
- Answer: To evaluate agent performance based on specific criteria and metrics.
- Allows managers to monitor the accuracy of the info that agents provide to customers.
- To assure compliance across interactions and curate customer loyalty.
- Question: What is the term for the practice of using algorithms to analyze customer interactions, including calls, emails, and chats, to extract valuable insights and trends?
- Data Analytics
- Answer: Interaction Analytics.
- Real-Time Analytics
- Historical Data
- Question: Why is workforce forecasting important for an organization?
- It helps reduce marketing expenses.
- Answer: It ensures that the organization can meet future staffing needs.
- It minimizes the need for employee engagement initiatives.
- It focuses only on current employee performance.
- Question: Which data is most useful for accurate workforce forecasting?
- Employee dietary preferences.
- Employee vacation schedules.
- Answer: Historical staffing levels, turnover rates, and business trends.
- Personal interests of the employees.
- Question: What is the main goal of effective employee scheduling?
- To maximize employee overtime.
- Answer: To ensure optimal coverage and meet business needs while considering employee availability.
- To minimize the number of employees working at any time.
- To prioritize employee vacation requests.
- Question: Which tool is commonly used to create and manage employee schedules?
- Payroll software.
- Email clients.
- Social media platforms.
- Answer: Spreadsheet software or specialized scheduling software.
- Question: What does adherence mean in workforce management?
- Ensuring employees follow dress code policies.
- Enforcing strict disciplinary measures.
- Answer: The degree to which employees stick to their scheduled hours.
- Conducting regular performance reviews.
- Question: How does accurate workforce forecasting impact scheduling?
- Answer: It allows for more precise and efficient scheduling, ensuring that staffing levels meet business demands.
- It reduces the need for employee training.
- It eliminates the need for adherence monitoring.
- It focuses on increasing employee workload.
- Question: What role does technology play in workforce forecasting and scheduling?
- It complicates the scheduling process.
- Answer: It automates data collection and analysis, making forecasting and scheduling more efficient and accurate.
- It reduces the need for employee communication.
- It limits the ability to adjust schedules.
- Question: How can organizations ensure high adherence to schedules?
- Answer: By providing clear communication about schedules and using adherence monitoring tools.
- By reducing the number of breaks employees can take.
- By ignoring employee preferences and availability.
- By not setting clear expectations for scheduled hours.
So who was our big winner? Another plot twist was introduced when we saw we had a two-way tie between the next runner ups. It was between @Robert Wakefield-Carl and @Emily Kammerer. So we had to look at engagement scores to determine who would take this one home. In the end, it was Robert who had a higher community engagement score and so...CONGRATS, ROBERT! The top prize is yours! Thank you Emily for playing - you were so close! We know how hard it is to beat Robert in community engagement :)
We have some fun events coming up this month, so join the Genesys Casual and Trivia Tower events for your next shot at winning.
#Other/NotSure#Other/NotSure#General/EventQuestion------------------------------
Nicole Milliken
Genesys - Employees
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