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BeyondCX By Genesys Offers Call Center Agents Emotional Training
Customer experience solutions leader Genesys (News - Alert) recently announced the launch of BeyondCX, a new elearning program designed to help contact center agents become more empathetic during customer interactions.
Contact center training has changed quite dramatically over the last few decades. In the past, agents were required to carry the full burden of having extensive product knowledge, while also maintaining positive interactions with customers. Then the digital revolution began, which caused my call centers to switch to automated and self-service setups, making experiences increasingly less human.
To instill a more emotionally driven call center experience, the BeyondCX program allows call center agents to participate in a number of training videos and exercises to form stronger bonds with customers.
"Today's workforce is drastically different than it was even three years ago. Businesses are in fierce competition for talent, and contact centers need to double down on their efforts to retain employees," said Merijn te Booij (News - Alert), Executive Vice President and General Manager, Workforce Engagement Management at Genesys. "With Genesys BeyondCX and the latest WEM innovations, businesses can create engagement and development experiences employees want and delivered in a familiar way that fosters a sense of community, enjoyment and professional growth."
Genesys has recently stepped up its game toward improving contact center operations. The pandemic, as well as the post-pandemic era, has sparked a huge spike in activity over the last two years, putting a new level of importance toward retaining customers and ensuring positive interactions. At the same time, customers want to be able to interact with human agents for nuanced situations, something that is becoming increasingly difficult as larger companies continue to use automated solutions in place of humans.
In order to maintain a well rounded, highly functional call center experience, companies must strike a balance with convenient features and human support. Although it may appear beneficial to businesses to rely solely on digital processes, human experiences can add a personal touch that makes customers truly feel valued.
Edited by Maurice Nagle
