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.
prnewswire | September 30, 2020
In this unprecedented 2020–21 school year dominated by COVID-19, millions of K–12 students and families are struggling to adapt to remote learning and improve their access to education when secure, stable internet access is not a given. Inequality of access to technology and connectivity is a long-standing issue that has been brought to the forefront due to the pandemic. The Endless Key is a solution specially created for these students and families as an offline resource, while they await a broadband-for-all solution that could take up to a decade to arrive.
Istation | July 22, 2020
Istation, a leader in educational technology, has been vetted and approved to distribute instructional materials to be used in South Carolina public schools for K-5 math.
South Carolina's State Board of Education was tasked with researching and selecting top instructional programs and materials to use in multiple skill areas. As a research-based solution with proven results in accelerating student progress in understanding and comprehension, Istation Math is aligned with South Carolina College- and Career-Ready (SCCCR) Standards, which was a primary requirement for approval.