Cloud contact centre provider Genesys has launched an elearning programme for contact centre employees and supervisors.
BeyondCX focuses on the soft skills necessary for delivering personalised and empathetic customer experiences, which Genesys said had been left behind by a focus on technology enablement and product knowledge. It cited recent surveys it had conducted saying 67% of consumers preferred empathetic customer service experiences, while only 9% of high-performing agents cited empathy and listening as their greatest strength.
The episodic courses serve as an interactive learning experience, and use television formatting and skills-development techniques to demonstrate how to build trust and show empathy. The first season is currently available via subscription.
“Today’s workforce is drastically different than it was even three years ago. Businesses are in fierce competition for talent, and contact centres need to double down on their efforts to retain employees,” said Merijn te Booij, Executive Vice President and General Manager, Workforce Engagement Management at Genesys.
“With Genesys BeyondCX and the latest WEM innovations, businesses can create engagement and development experiences employees want and delivered in a familiar way that fosters a sense of community, enjoyment and professional growth.”
Genesys framed the offering as part of its wider Genesys Cloud CX Workforce Engagement Management suite, which has received 65 new features such as gamification since the start of the year.
The company recently updated the AI and automation capabilities within its Cloud CX Platform with Predictive Routing, Genesys Web Messaging and Intent Miner for Bots features. The features are intended to enable contact centres to implement AI without large financial and technological investments or data scientists.
“The explosion in digital interactions over the past year has led to massive increase in contact centre data. Automation is a must for companies looking to scale and grow, but AI has traditionally been out of reach for many businesses,” said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX.
