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.
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.
PR Newswire | July 10, 2020
Online education was considered a fast-growing market even before the pandemic spread around the globe. Now, the increasing penetration of internet in many regions across the globe is a major factor driving the market growth. Furthermore, other technological advancements, such as cloud-based solutions coupled with huge investments by major market players towards enhancing the security and reliability of cloud based education platforms also play a major role in the market development. By end user segment, the online education market is comprised of K-12 education, higher education, industry and professionals, and others. Of course, it is the comfort that online education service providers offer that caused the high demand in recent years. However, online education also often provides a more personalized learning experience where students can learn at their own pace, from anywhere, as long as they have an internet connection. And, according to Research and Markets, the global online education market is projected to witness a CAGR of 9.23% during the forecast period to reach a total market size of USD 319.167 Billion in 2025, increasing from USD 187.877 Billion in 2019. Color Star Technology Co., Ltd. (NASDAQ: HHT), Chegg, Inc. (NYSE: CHGG), Perdoceo Education Corporation (NASDAQ: PRDO), K12 Inc. (NYSE: LRN), New Oriental Education & Technology Group Inc. (NYSE: EDU)
dailyhive | November 02, 2020
Vancouver-based Course Studio is prepared to change the internet learning scene in the wake of raising $1 million from industry insiders to extends its group and administrations.
The organization, which was helped to establish by CEO Tonner Jackson in May, works with course makers to construct "web based learning encounters."
Also, similar to the business they are attempting to stir up, Course Studio is developing quick.
“The number one thing this funding will help us with is hiring. We are kind of bursting at the seams right now,” said Jackson. “Course Studio has access to customer problems and we’re building solutions to solve those problems. The million dollars is effectively allowing us to do that.”
The financing will likewise be utilized to acknowledge Course Studio's guarantee to makers of "you encourage it we construct it." Jackson clarifies that they do this with their redid web based learning encounters.
“Online learning experiences need to be very good at three things. The first is education, so content that people want to pay to learn and that they cannot get for free elsewhere. The second thing they need is entertainment and we have some interesting proprietary ways and philosophies of injecting entertainment into online education. A lot of that is gleaned from Masterclass and our experience of growing some of the world’s most trafficked online classes. And then the third piece is community, when you’re on a browser your distractions are maximized. You have Netflix and social media a tab away. We believe that the community aspect is a big way to mitigate that. We have some novel ways of implementing community inside of an online course that we’re really excited about.”
The Course Studio group is situated in Vancouver, Toronto, New York and San Francisco. It is comprised of individuals who have worked with Masterclass, Blue Wire Podcasts, Metalab and Thinkific. Their aggregate experience incorporates planning a portion of the world's most dealt online classes for people like Malcolm Gladwell, Chris Hadfield, Steph Curry, Thomas Keller and constructing and delivering computerized items for Sam Harris (Waking Up), Microsoft, Atlassian, and then some.
“We have such an interesting group of individuals,” added Jackson. “We have folks who literally built and scaled the most trafficked online course experiences on the planet.
“They have perspectives that very few have and there’s a ton of artistry that people may not realize. Frankly, I think there are more parts art than science when it comes to the design of the curriculum itself.”
The organization is hoping to enlist Vancouver-based creators and designers, incorporating programming engineers with React and Node.js experience just as a senior lead fashioner to lead their plan group.
Course Studio will dispatch their first online classes in mid 2021, including a course for a "extremely persuasive person who is a major commonly recognized name." The organization is likewise chipping away at another innovation they are expanding on top of Thinkific, and working with more modest course makers to refine a portion of the manner in which they work in the administrations business.
“Our ambitious goal is to be cash-flow positive and generating a million dollars of revenue this year,” shared Jackson.
“We probably have 30 or 40 subject matter experts and creators reaching out to us a week right now wanting us to build something with them. Our strike zone customer is someone who has a large audience but has a less than foggy idea about what educational content they want to roll out effectively. We have a very robust process for helping them.”
Jackson’s hope for Course Studio is for the company to become a Vancouver success story.
“I want Course Studio to be a big business in Vancouver that’s generating a lot of impact for this community,” said Jackson. “I was steeped in the entrepreneurial ecosystem here. My first business is still operating.
“Like e-commerce was 10 years ago, our view is that’s where we are at in the life cycle of the online education space. We’re really excited about where we’re going.”