#contactcenterworld

San Francisco, CA, USA, Sept. 21, 2021 -- Genesys(R), a global cloud provider in customer experience orchestration, announced BeyondCX, an eLearning program for contact center employees and supervisors that teaches the soft skills necessary for delivering empathetic, personalized experiences in today's digital world.

Traditionally, contact center training has focused on technology enablement and product knowledge, optimizing for efficiency, and effectiveness. Yet, in the rush toward digital transformation, experiences have become less human. This has created an empathy skills gap as consumers want to feel heard, understood, and valued. But many contact center employees lack the training needed to bridge human and digital interactions. In recent Genesys surveys, 67% of consumers said they preferred empathetic customer service experiences over speedy resolutions1, while only 9% of high-performing agents cited empathy and listening as their greatest strengths.

With BeyondCX, Genesys has transformed traditional training into an interactive learning experience that helps companies address the empathy gap. 

The first season of BeyondCX is currently available for binge-watching via subscription, with support for additional languages coming later this year.

"Today's workforce is drastically different than it was even three years ago. Businesses are in fierce competition for talent, and contact centers 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."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

Date Posted: Wednesday, September 22, 2021