Genesys Cloud - Main

 View Only


Discussion Thread View

  • 1.  Introducing World's First Agent Empathy Feature

    GENESYS
    Posted 14 days ago
    Edited by Anik Dey 14 days ago

    Understanding Agent Empathy

    This feature goes beyond traditional metrics, leveraging AI to assess both customer sentiment and agent empathy, providing supervisors with a nuanced view of interactions.

    Bridging Performance Evaluation Gaps

    No longer will agents be penalized for low customer sentiment. The Agent Empathy Feature allows supervisors to differentiate between challenging situations and lack of empathy. This targeted approach enables personalized coaching and training.

    Elevating Customer Experience

    As technology shapes customer service, embracing innovations like the Agent Empathy Feature is essential. It empowers contact centers to exceed customer expectations and cultivate a culture of empathy-driven excellence.

    Examples:

    Negative Empathy Score, Negative Customer Sentiment:

    Positive Empathy Score, Negative Customer Sentiment, Improving Customer Sentiment Trend:
    For more information, refer to the Resource Center articles below:
    About agent empathy analysis - Genesys Cloud Resource Center
    Understand agent empathy analysis - Genesys Cloud Resource Center


    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures

    ------------------------------
    Anik Dey
    Genesys - Employees
    ------------------------------



  • 2.  RE: Introducing World's First Agent Empathy Feature

    Posted 12 hours ago

    Anik and others,

    Thanks for this long-awaited feature.  It really helps to distinguish between the competition's features that just list Sentiment.  I like to think of this as how the Agent is treating the customer while sentiment is how the customer feels about the Agent - both with a focus on the customer.  We need these as columns in the Agent reporting ASAP.  Do you need an Idea for that or is it in the works?  Also, we need the ability to affect the score like sentiment.  



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

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources