There might be plenty that human beings can do well, but at the same time, there is nothing we do better than growing on a consistent basis. This tendency to improve, no matter the situation, has already fetched the world some huge milestones, with technology appearing as a rather unique member of the stated group. The reason why technology’s credentials are so anomalous is focused on its skill-set, which was unprecedented enough to realize all the possibilities for us that we couldn’t have imagined otherwise. Nevertheless, a closer look should be able to reveal how the whole runner was also very much inspired by the way we applied those skills across a real world environment. The latter component was, in fact, what gave the creation a spectrum-wide presence and made it the ultimate centerpiece of every horizon. Now, having such a powerful tool run the show did expand our experience in many different directions, but even after reaching so far ahead, this prodigious concept called technology will somehow keep on delivering the right goods. The same has grown to become a lot more evident in recent times, and assuming one new HRM-themed development pans out just like we envision, it will only propel that trend towards greater heights over the near future and beyond.
Genesys has officially launched an all-new Experience Index™ methodology, which is designed to provide organizations with a more efficient way to improve employee experience across the board. According to certain reports, the stated methodology gets human sentiment to work alongside industry benchmarks and data from the Genesys Cloud CX™ platform to empower organizations in terms of discovering where exactly a particular experience is deviating from the intended trajectory. This assessment will be duly supported through a user-friendly dashboard where the user can find an integrated presentation of necessary human sentiment results, as well as the standard benchmark data, data which will be notably captured from thousands of contact center agents spanning across six major industries. Beyond the promised information, you can also expect to leverage consultative analysis from expert Genesys advisors when identifying the potential weaklings and writing down a comprehensive action plan. Talk about the metrics Experience IndexTM will likely cover, it is going to touch on employees’ perception of their journey from onboarding and training to their eventual incorporation into the company’s day-to-day operation. Next up, it will let companies figure out how they fare in comparison to their direct competitors, thus ensuring they aren’t at a disadvantage in attracting and retaining top talent. Hold on, there is more, as the product even has the means to gauge how the agent’s own experience is setting the stone for the subsequent customer experience. This can either be negative or positive, but in both the cases, the company can learn the kind of efforts it needs to encourage or discourage. Lastly, after delivering the relevant insights, the Experience Index can then also suggest strategies which will be tailored to achieve best possible experience outputs in your particular situation.
“For decades, companies have had useful ways to measure individual interactions, but tools to understand total experience — over a series of connected activities and objectives — have been non-existent or imprecise,” said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. “After years of research, testing and fine-tuning, Genesys is delivering the Experience Index, pioneering an approach that allows organizations to tap into the exact insights they need to improve any experience from beginning to end. With this new offer, Genesys is helping companies create strategies to solve a perennial contact center industry problem: employee turnover.”
The development provides an interesting follow-up to one Gartner research, which claimed that although most companies currently use Net Promoter Score (NPS) and other satisfaction ratings to understand their employees’ experience, nearly 75% of organizations will probably abandon NPS by 2025 in favor of a solution which can better handle those modern-day workforce demands. Hence, Genesys will hope that its latest brainchild is one to take over the baton here.
Founded in 1990, Genesys’ rise has arrived largely on the back of its ability to provide proactive, predictive, and hyper personalized experiences that not only enhance customer connection, but they also make a point to bolster employee engagement and productivity. The company’s excellence in what it does can also be inferred from how it is, at the moment, present in more than 100 countries.
