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πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

  • 1.  πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 23 days ago

    The time has come to test your WEM knowledge!!!!!

    For the rest of WEMAI i.e. the month of May, we are running the WEMAI Trivia Event (click here)πŸ™ŒπŸ™ŒπŸ™ŒπŸ™ŒπŸ™Œ and with it the chance to win a prize from the Community's Prize Wall

    Do you know your stuff or are you really good at guessing πŸ˜‰         

    Make sure you answer the bonus question for 3 extra points. Believe me when I say those points usually decide the winner!

    Bonus Question: If your workplace could have an AI-powered mascot designed to boost employee engagement, what would it look like?

    Be creative and post your ideas in the comments.

    Good luck, everyone 🀞🀞


    #WorkforceManagement

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    Tracy
    Genesys
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  • 2.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 23 days ago
    Edited by Robert Wakefield-Carl 22 days ago

    My WEMBot would be a small critter that can work its way into all the aspects of WEM - able to find solutions for and make recommendations for the following top 10:

    1. Provide preferential selection for agents workplans based on their adherence to schedules and other gamification metrics.
      Assigning schedules based on agent | Genesys Cloud Ideas Portal (aha.io)
    2. Able to change status of agents from On Queue to other status according to their schedule
      Automatic change of agent status at the | Genesys Cloud Ideas Portal (aha.io)
    3. Able to add part-time agents to schedules as needed based on head count and actual call stats
      Automatically increase part-time agent | Genesys Cloud Ideas Portal (aha.io)
    4. Assign specific learning modules into schedules instead of just a block of CBT time
      Allow learning modules to be scheduled in | Genesys Cloud Ideas Portal (aha.io) 
    5. Assign learning modules based on gamification metrics like ACW over 3 minutes - assign "How to finish your call" module
      Tie Learning suggestions to Gamification | Genesys Cloud Ideas Portal (aha.io)
    6. Equate completion of learning to specific metrics
      Report on how Learning affects metrics | Genesys Cloud Ideas Portal (aha.io)
    7. Equate savings in AHT, Transfers, Holds, Hold Time, and Agent Knowledge Gap as related to use of Agent CoPilot features
      Add specific data points like ACH and AHT | Genesys Cloud Ideas Portal (aha.io)
    8. Able to automatically reschedule agents based on Time-off, late notifications, and FTE requirements
      Allow automatic rescheduling of agent on | Genesys Cloud Ideas Portal (aha.io)
    9. Create an overall conversation score considering sentiment, empathy, silence, overtalk, and other gamification metrics combined
      Conversation Scoring | Genesys Cloud Ideas Portal (aha.io)
    10. Allow emotion-based rating of calls in real time and getting supervisor on the line.
      Real-time Speech Analytics and Sentiment | Genesys Cloud Ideas Portal (aha.io)

    My WEM Mascot - Wembly



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 23 days ago

    Got my vote Robert!  I'd add one to that, some type of instant positive feedback to an agent based on metrics/sentiment etc from the call eg "Hey that was a great call, well done"



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    Vaun McCarthy
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  • 4.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 22 days ago

    Added Ideas links to all of mine - get out the vote.



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



  • 5.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 22 days ago

    Perfect, Robert - great idea



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    Tracy
    Genesys
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  • 6.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 23 days ago

    Love Wembly! That would be one awesome WEMBot



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    Tracy
    Genesys
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  • 7.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 17 days ago

    EPIC my friend. Forwarding to my Dev team to add to my wish list. 



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    Katie Johnson
    TruWest Credit Union
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  • 8.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    NEW MEMBER
    Posted 22 days ago
    Edited by Nicki Dehn 22 days ago

    I would choose an Eagle since the organization can rise above expectations and soar. Individuals fly as high as their effort and the eagle could provide guidance along the way.

    I love Robert's and while the image is adorable I instantly thought of myself on the daily hamster wheel! :)



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    Nicki Dehn
    AAA Club Alliance Inc.
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  • 9.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 22 days ago

    Love that, Nicki - very powerful :-)



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    Tracy
    Genesys
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  • 10.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 22 days ago

    l'll take a Wembly also!  That is awesome!



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    Stacey Sanchez
    PACU- Workforce Operations MGR
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  • 11.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 18 days ago

    Why not ask AI?  I threw it back old school...Alexander Bell as YOUR agent!



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    Russell Johnson
    Genesys - Employees
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  • 12.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 18 days ago

    Wouldn't that be awesome!!



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    Tracy
    Genesys
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  • 13.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 17 days ago

    Here is me a Mr. Bell when I give a history of telephone talk to 3rd grade students.  



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



  • 14.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 18 days ago

    I feel like it should be the original robotic source of helpful information. C3PO gets my vote! May not be the easiest license to secure, but Tracy has that AI money, right??



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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 15.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 18 days ago

    Not sure the budget would stretch to that!!!

    Jaw Drop Shocked GIF - Jaw Drop Shocked Face GIFs



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    Tracy
    Genesys
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  • 16.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 18 days ago

    This would be really specific to my company, but here goes - 

    The security cameras at our corporate headquarters recorded a cat fighting coyotes and really holding her own out in the elements, and she's since become a company celebrity. Everybody's talking about her, she's all over our intranet site, the whole company is trying to get her adopted, and we're running a donation match program for her. It's a whole thing. So for us, I'd digitize our feline friend ("Tapani") into a WEMBot. She's already shown she's a hard worker and has a whole company of adoring fans. All WEM communications could be in the form of cat videos, and really, who doesn't love those?



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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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  • 17.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 18 days ago

    What a star and a survivor - good for her!

    Love her already!



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    Tracy
    Genesys
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  • 18.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 17 days ago

    I LOVE all of these ideas so much it's been hard to come up with one of my own! As a mom, Toodles from the Mickey Mouse Clubhouse or Dora's Backpack are the first to come to mind. They are both able to provide multiple tools to choose from when in need of a solution. Combine that with Jarvis from Marvel to tell you which tool is needed or create a solution when there isn't one available would be great! The mascot would definitely be cartoony and fun to engage with! 



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    Stacey Sanchez
    PACU- Workforce Operations MGR
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  • 19.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 17 days ago

    Would you have the 'Hot Dog' theme tune in there as well - my kids used to love that!

    You could have Toodles with J.A.R.V.I.S. voice! that would be awesome.

    I didn't know what J.A.R.V.I.S stood for - Just a Rather Very Intelligent System :-)



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    Tracy
    Genesys
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  • 20.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 17 days ago

    My company loves its OWLS!  



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    Jodi Maffitt
    CNU Online Holdings, LLC
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  • 21.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 17 days ago

    Very Wise 🫣

    (I know, I'm sorry!!!)



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    Tracy
    Genesys
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  • 22.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 17 days ago

    Great ideas, folks - keep them coming

    Final day to enter - TOMORROW!!!!



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    Tracy
    Genesys
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  • 23.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 16 days ago
    Edited by Brian Jones 16 days ago

    Now let's not forget about one of the first AI bots...on wheels: K.I.T.T.

    Features & benefits of K.I.T.T. in WEM AI bot form:

    Molecular-Bonded Shell & Pyroclastic Lamination | This feature would protect our agents' work computers from explosive devices, firearms, & high temperatures.

    Electronic Jamming System | While on the clock, this feature would prevent the agents from using personal devices for non-work/non-emergency related reasons.

    Turbo Boost | When home/office network speeds begin to dip, this capability would quickly & exponentially increase their network speed--minus the rocket motors & ability to jump 40+ feet into the air, of course.

    Silent/Surveillance Mode & Manual Override | Similar to the "Monitor" feature for Supervisors, this capability would put K.I.T.T. in control of monitoring agent interactions live and using the agent assist/copilot feature to stealthily guide the conversation should it get off course. That being said, "Manual Override" would ultimately allow the Supervisor to barge-in and trump all parties, including K.I.T.T., to safely guide the conversation to desired outcome.

    Flame Throwers, Tear Gas, & Flares | Disabled for obvious reasons.

    Chemical Analyzer | Under the influence while at work? Not on K.I.T.T.'s watch.

    Seat Ejection System | Per the previous point (or if the agent simply gets too far out of pocket while handling an interaction), K.I.T.T. reserves the right to eject the agent from the interaction & take over. That being said, if the customer is abrasive/rude/threatening/out of pocket with our staff, K.I.T.T. can eject them from the interaction as well.

    Grappling Hook | Perfect feature for those agents who are out of adherence. I know it seems extreme, but I'm pretty sure our agents would much prefer it over our original WEMAI-powered bot, Terry Tate: https://youtu.be/Kg5cdZ-Fnpc?si=y6__XzSkGTx-AhRk



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 24.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 16 days ago

    Haha Brian - Flame Throwers, Tear Gas, & Flares | Disabled for obvious reasons

    Love that!!



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    Tracy
    Genesys
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  • 25.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    Posted 16 days ago

    Since our company promotes our HyperAutomation Cloud platform, I want to see an AI-powered Elephant as our mascot. 

    Meet Elie, best known for fortune and protection. Side note: Elie happens to have three times as many neurons as humans. How will Elie boost employee engagement? Our team would feel motivated to work together towards a common goal of good fortune. Superb brand recognition with a computer representing software, cute Elie representing strength and intelligence, and a cloud representing secure data storage.

    All the best, 

    Sheila



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    Sheila Lyons
    Sales Coordinator
    Eccentex Corporation
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  • 26.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 16 days ago

    And they never forget!



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    Tracy
    Genesys
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  • 27.  RE: πŸŽ‰πŸ“£πŸ€– It's WEMAI Trivia Time!! Enter and WINπŸ€–πŸ“£πŸŽ‰

    GENESYS
    Posted 13 days ago
    Edited by Tracy Vickers 12 days ago

    Hi All,

    May is now in the past and welcome to June!!

    Thanks to all who joined in the fun, it has been great checking out your mascot ideas.

    Trivia Tower winner to be announced very soon!!

    Good luck, all.



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    Tracy
    Genesys
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