Proper employee onboarding and continuous development is vital to ensuring contact center employees are well-equipped with the knowledge needed to deliver great customer experience (CX). However, contact centers consistently struggle to deliver necessary training for several reasons, including training content that evolves quickly, inefficient or inadequate training tools and processes, and high employee turnover rates.
In a recent study by LinkedIn, 64% of Learning & Development (L&D) professionals globally agree that L&D has shifted from a “nice to have” to a “need to have” in 2021.
Solutif collaborating with Genesys excited to announce the new development and feedback capability in the Genesys Cloud™ platform, which will help contact centers effectively onboard new employees, enhance agent skills and gather employee feedback. Supervisors can assign learning modules to their agents directly through the cloud CX platform that employees already use. This new learning capability is embedded into the Contact Center as a Service (CCaaS) platform, allowing customers to better manage the employee development journey — without added cost or complexity.
Genesys Cloud customers can also access pre-loaded product and experience training from Genesys Beyond — instantly, within the platform — to better onboard new employees. Genesys Beyond provides customers and partners with a modern learning experience and access to technical and CX training. Embedded training from Beyond gives contact center employees the skills needed to bring human and digital interaction together to deliver truly unique and meaningful customer experiences.
Key features of the new development and feedback capability in Genesys Cloud include: