EDUCATION TECHNOLOGY

Genesys Launches BeyondCX, the First eLearning Program for Contact Center Employees Focused on Empathy and Human Interactions in a Digital World

Genesys | September 22, 2021

Genesys, a global cloud leader in customer experience orchestration, announced BeyondCX, the industry's first 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 strengths2.

With BeyondCX, Genesys has transformed traditional training into an interactive learning experience that helps companies address the empathy gap. Formatted like a television show, BeyondCX is a series of episodes that uses high-quality video production, the power of storytelling, and the latest skills-development techniques to immerse participants in the world of customer experience (CX). Contact center employees and supervisors will learn how to build trust, show empathy, and tailor the customer experience to transform traditional transactions into fluid, context-based conservations that build customer loyalty.

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

Enhancing the employee experience
In today's world of remote work, businesses are quickly realizing that a great employee experience is fundamental to delivering an empathetic customer experience, as contact center employees often are the primary points of interaction with a business. Engaging and retaining top talent is a priority; companies are rapidly adopting workforce engagement tools to help create a culture where contact center employees feel valued and supported.

According to a recent Genesys survey, high-performing contact center employees most enjoy learning new skills and earning recognition. Over the past year, Genesys Cloud CX™ Workforce Engagement Management has experienced significant momentum. Since January, Genesys has released 65 new features, including gamification. And, today, nearly 400 customers, including PATLive, Carestream Dental, and Company Nurse, use gamification to tap into intrinsic human motivators like a desire for recognition, competition, or community to drive agent performance, collaboration, and retention.

About Genesys
Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service SM our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Spotlight

Stevenson University Online offers fully accredited master’s degree programs in Cybersecurity, Digital Forensics, and Digital Transformation and Innovation. In the ever-evolving tech world, business must adapt at the speed of technology.

Spotlight

Stevenson University Online offers fully accredited master’s degree programs in Cybersecurity, Digital Forensics, and Digital Transformation and Innovation. In the ever-evolving tech world, business must adapt at the speed of technology.

Related News

EDUCATION TECHNOLOGY

Apogee Announce Acquiring Cumulus Technology Services Inc

Apogee, Inc. | January 02, 2023

Apogee, an industry leader in managed technology services for higher education, has recently announced the acquisition of Cumulus Technology Services Inc. Headquartered in Ventura, California, Cumulus Technology Services is a specialist in secure cloud services for higher education and an Amazon Web Services (AWS) Select Consulting Partner. This acquisition reaffirms Apogee's commitment to be the preferred managed technology partner for universities and colleges that strive to innovate and transform. The acquisition extends the managed networking and IT services capabilities of Apogee into the cloud, enabling the new potential for higher education IT innovation to enhance student experiences and promote institutional competitiveness. While the use of technology in attracting and retaining students and providing great blended learning and student life experiences is growing, IT teams in higher education confront increasing difficulty in acquiring and retaining IT expertise. Services and products that delegate IT operations, manage expenses, improve operational effectiveness, and foster innovation are in great demand. Improving the delivery of managed cloud services in higher education helps universities and educational institutions liberate time for innovation, as promised by Apogee. The following acquired services will be incorporated into Apogee's managed technology services portfolio: Secure Cloud Services increase Apogee's expertise in cloud, security, and data center management. Cumulus Technology Services' significant understanding of enterprise resource planning (ERP) cloud migration and containerization, Disaster Recovery-as-a-Service (DRaaS), Backup-as-a-Service (BaaS), and Infrastructure-as-a-Service (IaaS) will enable Apogee to provide colleges and universities even improved performance, scalability, robustness, and security of their apps, infrastructure, and data. Cumulus Data Adapter (CDA) connects and synchronizes institutional ERP systems such as Ellucian Banner® with learning management systems (LMS) such as Canvas by Instructure using a secure, simple-to-deploy technology that significantly enhances IT administration efficiency and student life. As a managed service, CDA is an additional critical tool that addresses the major pain point of data synchronization between LMSs and ERPs, hence easing student data integration difficulties for IT and enhancing the student experience for class registration and attendance. Security Services bolster Apogee's security experience and expertise, allowing for the delivery of brawl-tested college security assessments, ransomware incident response readiness, and staffing and disaster recovery plans. About Apogee Apogee, a leading provider of managed IT services founded in 1999 in Austin, enables colleges and universities to innovate in order to improve the campus experience and foster student life. Apogee helps over one million students and administrators from over 350 colleges and universities across the United States. The company's extensive array of managed services includes Managed Campus networks and IT services, campus engagement, residential networks (ResNet), and video.

Read More

EDUCATION TECHNOLOGY

Jones & Bartlett Learning with LiveCarta Offers E-learning Solutions

Jones & Bartlett Learning | February 03, 2023

On February 02, 2023, Jones & Bartlett Learning, one of the providers of learning-performance management solutions, partners with LiveCarta, a collaborative platform for digital publishing and learning, to deliver customized e-learning resources for nursing educators. Through its platform, nursing educators can structure educational resources such as books, academic papers, video and audio clips, binders, and scholarly collections with the nursing education curriculum. This integration will acquire a slot in popular learning management systems (LMS) like Canvas or Blackboards, making it accessible to everyone, including the students. In addition, LiveCarta's platform will provide proven nursing education concepts, a developed flipped classroom experience, and just-in-time teaching (JITT) modes. Its collaborative publishing platforms and portals offer flexible, goal-oriented learning and a shared platform for digital content for authors, educators, and classmates. Publishers and content creators can sell the whole book, specific chapters, allowing students to collect data from different publications as course content and study aids. President of the parent company of LiveCarta, Tributary Publishing, Richard Speakman, said, "We built LiveCarta to provide educators with new tools to create the perfect online course pack. Educators can tailor books for their students, including only chapters they intend to teach and adding in additional materials to extend the original author's work. We are excited to partner with Jones & Bartlett Learning to offer nursing educators more innovative ways to bundle learning materials." (Source – Business Wire) Director of Product Management at Jones & Bartlett Learning, Matt Kane, said, "LiveCarta supports our mission to offer students and instructors flexibility in their learning resources. We're excited to offer select nursing education titles among the first products to be featured in the LiveCarta platform." (Source – Business Wire) About Jones & Bartlett Learning Jones & Bartlett Learning, which is a division of Ascend Learning, is one of the prominent assessment and learning-performance management solution providers for the secondary, post-secondary, and professional education markets. It also designs educational services and programs by modifying authoritative written content with innovative technology applications, thus creating engaging e-learning educational content catering to the needs of the current education system. In addition, it has been providing personalized, quality learning solutions across nursing, health administration, health professions, computer science, and public health.

Read More

EDUCATION TECHNOLOGY

ScreenBeam Announces Grant Program for Accredited K-12 Education Institutions

ScreenBeam Inc. | February 02, 2023

On February 1, 2023, ScreenBeam Inc., a global leader in wireless display and conferencing solutions, offered a new Grant Program for accredited K-12 education organizations in the United States and Canada. As schools return to in-class activities, with a few remote students, IT teams require technology that meets modern content sharing, connectivity, and collaboration requirements for teachers and students. The Spring K12 Grant Program from ScreenBeam offers top solutions to achieve equitable hybrid and distance learning across campus. The SBWD1100P (ScreenBeam 1100 Plus) with ScreenBeam Conference Software, provided in the grant, provides wireless display from the teacher and student devices, simplifying connection and collaboration with in-room and remote students. In addition, ScreenBeam Conference software makes it simple to connect to in-room peripherals like cameras, microphones, and speakers. The SBWD1100P is built with a unique multi-network architecture that includes three physical network interfaces for connecting teacher and student devices. It allows for maintaining security, digital signage, HDMI input, instant alerts and notifications to classroom displays, and centralized management. The solution comes with a three-year warranty and no subscription fees. Spring K12 Grant Details: • ScreenBeam will provide 1.06 units of SBWD1100P for every unit of SBWD1100P purchased. For example, purchasing 200 units will avail the buyer of 212 additional units through the grant. • Customers must buy and take delivery of a minimum of 200 SBWD1100P units between February 1, 2023, and March 31, 2023, to qualify for the grant. • A customer can get 500 units at most from the grant. • Products may be bought through ScreenBeam Authorized Resellers. • Proof of purchase is required before shipping granted units. About ScreenBeam Inc. Headquartered in San Jose, California, ScreenBeam Inc. is a wireless display and conferencing technology pioneer. It is the only app-free wireless presentation solution that removes all contact points and easily integrates with UC devices to combine the technologies into a single collaborative system. Users can wirelessly present and annotate content on in-room displays for a natural workflow with the solution. In addition, Integrated HTML-based digital signage can convey safety policies to guests and employees when displays are not in use. The company is Microsoft's only co-engineering partner for wireless display and enables seamless hybrid collaboration in any meeting or learning space.

Read More