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.
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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."
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Wednesday, September 22, 2021
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