When it comes to contact center performance, everyone has an opinion—and plenty of myths to go with it. Whether it’s outdated beliefs about coaching, KPIs, or gamification, these misconceptions can hold your team back from reaching their full potential.
During #WEMay, we're debunking the most common myths about Employee Performance in Genesys Workforce Engagement Management (WEM)—and revealing how today’s tools are smarter, faster, and way more fun than you might think.
Let’s break the myths and boost the metrics.
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Myth: Performance metrics are scattered across systems.
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- Reality: Genesys Cloud consolidates employee metrics into unified scorecards. Learn more
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Myth: Coaching is purely manual.
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- Reality: Coaching can be auto-triggered by rules or performance thresholds. Learn more
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Myth: Learning content must be manually assigned.
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- Reality: Genesys Cloud enables automated learning path assignment. Learn more
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Myth: Gamification is just a leaderboard.
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- Reality: Genesys provides points, levels, badges, and custom goals. Learn more
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Myth: Only supervisors can track agent progress.
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- Reality: Agents have full visibility into their own performance. Learn more
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Myth: Feedback is only given in annual reviews.
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- Reality: Continuous feedback is built into Genesys coaching and learning. Learn more
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Myth: Gamification cannot drive business objectives.
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- Reality: Custom KPIs and achievements align with business goals. Learn more
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Myth: Coaching requires separate systems.
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- Reality: Genesys coaching is fully integrated with quality and performance. Learn more
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Myth: Employees cannot receive just-in-time coaching.
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- Reality: Supervisor Copilot provides real-time coaching and guidance. Learn more
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Myth: Only managers can view real-time agent data.
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- Reality: Agents can see their own real-time metrics and goals. Learn more
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Myth: Gamification can't reward soft skills.
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- Reality: Soft skills like empathy and first-call resolution can be gamified. Learn more
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Myth: Coaching outcomes cannot be tracked.
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- Reality: Genesys provides outcome reporting and coaching effectiveness analytics. Learn more
Who says Performance Management has to be stiff, stressful, or spreadsheet-driven? With Genesys WEM, it's all about real-time dashboards, AI-powered insights, and yes—even a little healthy competition thanks to gamification.
So whether you're coaching with data, scoring with AI, or celebrating top performers with digital high-fives, remember: employee performance isn't just measurable—it’s motivable.
Here’s to busting myths and boosting morale—all WEMay long.
#CoachingandLearning#QualityEvaluations#WEMay
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Tracy
Genesys
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