Genesys and Thrive Partner To Support Call Center Agent Wellbeing

Let’s face it: employees a burned out. It’s not a new state of affairs. A large number of employees were feeling stressed and anxious before the global COVID-19 pandemic. Many corporate workers are now entering their third year of remote work, while balancing school closures, supply chain shortages, inflation and other headline-making nightmares.

Remote work has been both a blessing and a curse. It has enabled millions of Americans, including call center agents, to work safely from. But at the same time, the blurring of the lines between work and home has created an always-on culture leaving no time to decompress. Employees everywhere are buckling under sustained, cumulative stress. This has fueled what’s being called “The Great Resignation” and has accelerated the growing mental health crisis. It’s also been something of a nightmare for employers, who need healthy, happy, committed employees to succeed.

Cloud customer experience company Genesys (News - Alert) recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huffington. The two companies plan to help organizations transform their relationship with employees. To improve the employee experience, Thrive and Genesys are introducing a solution that enables organizations to embed well-being tools directly in the workflow and workforce management solutions themselves so workers can de-stress, reset and recharge in real time. Results from an early pilot with a Fortune 10 retailer showed both improved employee well-being and increased customer satisfaction.

“With Thrive Reset for Genesys, the customer experience industry now has an employer-initiated stress intervention solution for frontline workers that is science-backed and designed to focus on the root causes of burnout,” said the companies in the joint announcement.

Businesses using Genesys to orchestrate their customer experiences will have a proactive way to help their employees course-correct from stress in 60 seconds based on proven neuroscience methodology. With the new empathy-led offering from Genesys and Thrive, organizations can intervene in their employees' workday by delivering well-being breaks straight to their desktops when they're needed the most. Call center agents who have had a difficult interaction with a customer are given a short video-based relaxation break before the next call is connected to them. This way, the agent is calmer and in a better place to do a great job serving the next customer.

"Thrive is on a mission to end burnout," said Arianna Huffington, Thrive Founder and CEO. "It starts with reshaping the employee experience by giving employers tools to foster individual well-being. Together with Genesys, we're embedding well-being experiences into everyday workflows, which is key for the sustained mental health and resilience of employees."

Edited by Luke Bellos

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