Right Skills for the Right Customer Experience
Knowing what skills your employees do or don't possess is critical in matching the right employee with the right customer, and rounding out employees' skill sets enables them to handle a wider array of customer inquiries. In fact, successfully identifying and assessing employee skills gaps can mean the difference between a customer having a positive experience or leaving for the competition.
Identify and Correct Skill Gaps Online
Proactive assessment through targeted online tests lets companies nip skills deficiencies in the bud; our performance management software integrates with other observational and performance systems ensures a 360-degree view of employee performance; and a tight integration with the Genesys Customer Interaction Management platform ensures the right skill levels are accurately maintained.
Achieve Measurable ROI
With Genesys Workforce Optimization & Skills Management software you can ensure that their employees are prepared, and their customers are well served. Many companies already are achieving a range of benefits, including a full return on investment in just one year based on reductions in resource usage, time and costs related to scheduling and managing employee training. Another customer saved $800,000 on recruiting, training, and e learning. A third customer cut the time spent training employees in half.
- Increased employee productivity
- More accurate employee assessments, based on standard criteria
- Reduced training costs
- More efficient use of training resources
- Improved routing of customer interactions to the right agent at the right time
- Better customer experience