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

Virtual reality is something that is here to stay and revolutionize the way you work and learn. The concept of VR may not be new but the technology that powers it is. The main aim of this technology is to improve your lives. VR offers full sensory immersion that is a sensory treat. How would you feel if you could take a test drive without having to visit the dealer? Or try out new clothes without having to leave the house? Mind-blowing, right? VR can make this possible with its fully immersive capabilities.

Spotlight

Virtual reality is something that is here to stay and revolutionize the way you work and learn. The concept of VR may not be new but the technology that powers it is. The main aim of this technology is to improve your lives. VR offers full sensory immersion that is a sensory treat. How would you feel if you could take a test drive without having to visit the dealer? Or try out new clothes without having to leave the house? Mind-blowing, right? VR can make this possible with its fully immersive capabilities.

Related News

CORPORATE LEARNING SYSTEMS

Cornerstone and EdCast Accelerate Innovation for People Growth at Work

Cornerstone | September 14, 2022

Cornerstone OnDemand, Inc., a leader in adaptive HR solutions, today announced several advancements to EdCast, the industry-leading Learning Experience Platform (LXP) acquired by Cornerstone in May 2022. New skills capabilities, deepened cross-platform integrations and more intuitive insights and dashboards top the list of the latest capabilities being delivered since the acquisition to help customers improve people growth and business productivity. In the past five months, we have made tremendous strides in strengthening the connections between the EdCast and Cornerstone offerings,” said Himanshu Palsule, CEO of Cornerstone. Our priority is to deliver more value to combined customers and their users, while ensuring the EdCast LXP is still open, independent and available broadly to any organization with different learning management tools. We are invested in EdCast and bringing to life innovation that revolutionizes the learning and development market. Some of the most recent enhancements to EdCast include: Enriched User Experience: EdCast customers can now take advantage of an updated user experience across products and channels based on a new design system. The new experience provides improved user experience consistency across the platform, visual design with more modern visual identity, improved accessibility standards and more seamless connection between mobile and desktop. Enhanced Learner & Manager Dashboards: Updates to EdCast’s learner dashboard allow employees to connect to one another more intuitively, track their progress, manage their skills profiles and further personalize their learning experience. Manager dashboards provide new actionable insights with a singular view of how their teams are learning, what skills they have and at what level, and assign new relevant and timely learning content to engage them as an active participant in their team’s development. New In the Flow of Work Integrations: The next evolution of the EdCast Integrations Hub includes an enterprise-level workflow automation platform with ready-to-use connectors across a variety of enterprise applications and content providers, and the ability to create customized connectors, ensuring customers can seamlessly incorporate learning into the platforms their people are already using. This includes EdCast’s latest integration with Zoom Video Communication, Inc., which embeds learning and training tools within Zoom Meetings to drive productivity and upskilling in the flow of work. Subject Matter Expert (SME) Empowerment: The EdCast platform now offers more power to internal SMEs so they can share their knowledge and skills with others across their organization. Employees can create their own learning badges to showcase and celebrate skill development and expertise. Employees can also share certification on LinkedIn to promote their skills outside of their organization.While Cornerstone is committed to keeping the EdCast product open and platform-agnostic, the company has also invested in deeper integrations with Cornerstone's existing learning and talent solutions. Together, joint customers will have improved end-to-end content experiences for learners regardless of where they consume learning via a native inline player. A new integration between EdCast and the Cornerstone Skills Graph opens up a taxonomy of over 53,000 skills to develop skill profiles and make skill recommendations based on job roles. Following its acquisition by Cornerstone, EdCast continues to receive industry recognition for its outstanding leadership in the market. Most recently, MyGuide, the Digital Adoption Product (DAP) offering from EdCast, was recognized as a major contender in Everest Group’s PEAK Matrix for DAP Technology. "EdCast is a critical part of our product portfolio at Cornerstone, and our team is diligently focused on doing what we originally set out to do when we launched EdCast: provide the best learning experience platform on the market,The amount of integration progress we’ve made in this short amount of time is astounding, and we have long-term plans to continue at this pace of innovation and transform learning at work.” Karl Mehta, Managing Director, EdCast by Cornerstone About Cornerstone Cornerstone powers the future-ready workforce with adaptive HR solutions designed to unite technology, data and content and inspire a work environment of growth, agility and success for all. With an AI-powered, skills-forward, experiential system designed for the contemporary workforce, we help organizations modernize their learning and development experience, deliver the most relevant content from anywhere, accelerate talent and career mobility and establish skills as the universal language of growth and success across their business. Cornerstone serves over 7,000 customers and 90M users and is available in 180 countries and 50 languages.

Read More

ONLINE EDUCATION

Skilldora partners with D-ID, launches first e-Learning platform & app to use A.I. Instructors in the U.S.

D-ID | September 09, 2022

Skilldora, an Ed-Tech startup based in Fort Mill, S.C., known for its modernized app-based eLearning community, today announced a partnership with D-ID, using its Creative Reality™ technology to deliver courses exclusively by A.I. Instructors, also referred to as digitally created humans. With the global eLearning market on track to reach 1.72 trillion by 2026 according to Yahoo Finance, evolving Ed-Tech enhancements give the academic sector a boost in growth, and online-learning is now the largest and fastest growing method for modern learners. Skilldora’s mission is to use the power of A.I. to deliver a new world of eLearning and is pleased to be the first online-learning platform in the U.S. to be a front-runner in pioneering the use of all A.I. Instructors on its platform, as a nod to the future of eLearning. The recent growth in the eLearning market also comes with its usual growing pains of high course drop-out rates, and astronomical refund costs creating significant challenges for e-Learners, course creators and platform owners. Research shows much of this is due to antiquated outdated online-course platforms and an influx of new course creators producing courses at varying levels of skill, leading to inconsistent and unpredictable user experiences. Skilldora's new e-Learning platform & app, seeks to solve this problem using its A.I. Instructed Courses™ to deliver consistently structured, high quality courses, perfectly presented in under an hour. Set up as a free-to-download membership site, with an in-app, pay-per-course, a la carte model, Skilldora is designed to appeal to the modern learner, offering advanced engagement functionality, collaborative learning features such as its ‘learn with friends capabilities,’ allowing for real time sharing and invites, social learning groups, community news feeds, etc. “We believe the world of eLearning is rapidly changing and learners want more interactive learning experiences, consistency in content quality and compact courses they can take over a lunch break. And Skilldora is answering the call by offering A.I. Instructed Courses™ across a bevy of professional development categories, interactive Personal Discovery Assessments with instant A.I. Coach feedback, and a ‘done-for-you’ B2B solution, which produces eLearning products on demand. DeMario and Dawn Nicole McIlwain, Skilldora's Co-Founders. Skilldora's vision is to be the A.I. eLearning solution leader for modern learners, and future-forward companies, and now through its partnership with D-ID, is one step closer. Behind the vision of Skilldora, are Husband and Wife Co-founders, DeMario and Dawn Nicole McIlwain. DeMario McIlwain, the brainchild behind Skilldora’s innovative platform and sleek functionality, brings deep technical expertise in UI/UX design with proven experience running tech ventures, while Dawn Nicole, the heartbeat of Skilldora’s course products, brings design-thinking as a certified Agile coach and globally accredited training program creator. With this perfect marriage of skills and background, the powerful duo merges their expertise to make something magical in Skilldora. About Skilldora Skilldora is a modernized e-Learning company specializing in A.I. Instructed Courses™ by using digitally created humans to deliver course content. Skilldora’s products and services span from its A.I. Instructed Courses™, to Personal Discovery Assessments with interactive A.I. Coach feedback, and a ‘done-for-you’ Corporate Training solution which produces eLearning products on demand, and to spec. Through collaborative strategic partnerships, and its competitive advantage of being first to the U.S. market, Skilldora is on track to virtually disrupt the eLearning industry, improve the user experience, and offer corporations more diversification options in eLearning, with advanced features that drastically increase the speed to market. To find out more, visit myskilldora.com. About D-ID D-ID is a Creative Reality™ company specializing in patented video reenactment technology using AI and deep learning. D-ID's products range from animating still photos, to facilitating high-quality video productions, and creating viral user experiences. With funding from tier 1 VCs, D-ID aims to radically disrupt the time, hassle and costs involved in video production, allowing for the creation of highly personalized media using AI, specifically in e-learning, corporate training, marcoms, AI assistants, history and the Metaverse. With international customers, D-ID's core competencies in the human face and deep learning technology enable its partners to create exciting and engaging content that was until now unimaginable. To find out more, visit D-ID.com

Read More

EDUCATION TECHNOLOGY

Liwa Education Selects Suite of PowerSchool Solutions for Its Private School System in United Arab Emirates

PowerSchool and Liwa Education | August 08, 2022

PowerSchool, the leading provider of cloud-based software for K-12 education in North America, today announced Liwa Education in the United Arab Emirates has selected PowerSchool Student Information System (SIS), PowerSchool Enrollment, PowerSchool Unified Classroom®, PowerSchool Unified Insights™, and PowerSchool Unified Talent™ solutions to support its ongoing growth in the Middle East. Once all the PowerSchool solutions are implemented, Liwa Education will be able to manage student information, course enrollment, personalized learning, advanced analytics, recruitment and talent operations through a unified interface. Further, Liwa Education’s new PowerSchool additions will help the organization simplify future reporting and analytics-based initiatives to better support student outcomes. “We love that the PowerSchool suite expertly integrates various PowerSchool solutions and data into a unified and accessible interface, Implementing PowerSchool’s products will give us the opportunity to modernize our e-learning platforms without compromising student outcomes. The comprehensive reporting features will provide great insights on all aspects of learning for our various stakeholders, and we look forward to utilizing PowerSchool to support our continued growth and expansion in the future.” -May Saqqa, Director of Marketing and Enrollment, Liwa Education Previously, Liwa Education utilized over ten different technology solutions to facilitate regular instruction, assessments, learning support, standards mastery, and other academic needs. While functional, key information was spread across the various solutions and was difficult to quickly access when needed. As Liwa Education expands its footprint in the UAE by opening additional K-12 schools and nurseries in the United Arab Emirates, it selected PowerSchool based on the company’s integrated solutions that were scalable for a variety of real-world education scenarios. As one of the leading education institutions in the Middle East, Liwa Education needed a trusted and unified suite of education technology solutions capable of managing all aspects of its administrative and learning operations, We’re proud to provide Liwa the solutions they need as they open their newest schools, plan for continued expansion, and continue offering a world-class education to students across the UAE,said Craig Greenseid, Chief Revenue Officer, PowerSchool. Liwa Education is an established educational leader, recognized in providing an accessible, high-quality, American curriculum education in the United Arab Emirates for the past three decades. Its schools and nurseries across Al Ain and Abu Dhabi offer a challenging American curriculum education, combining the essence of Emirati values with a rich set of core competencies that produces confident, resilient, and courageous young leaders. Initially founded as Liwa Private School in 1992, the institution has seen tremendous business growth and received numerous accolades for its program offerings in the region. Among the awards earned over the years, notable acknowledgements include receiving the “His Excellency Sheikh Hamdan Bin Rashed Al Maktoum’s Award” for Distinguished Academic Performance and the “His Excellency Sheikh Khalifa Excellence Award.” Liwa Education will begin offering classes featuring its American curriculum for the 2022-23 school year at the Liwa International School Al Qattara (LISQ) in Al Ain. About PowerSchool PowerSchool is the leading provider of cloud-based software for K-12 education in North America. Its mission is to power the education ecosystem with unified technology that helps educators and students realize their full potential, in their way. PowerSchool connects students, teachers, administrators, and parents, with the shared goal of improving student outcomes. From the office to the classroom to the home, it helps schools and districts efficiently manage state reporting and related compliance, special education, finance, human resources, talent, registration, attendance, funding, learning, instruction, grading, assessments and analytics in one unified platform. PowerSchool supports over 45 million students globally and more than 14,000 customers, including more than 90 of the top 100 districts by student enrollment in the United States, and sells solutions in more than 90 countries.

Read More