Traditional workforce tools offered efficiency — but not much more. To engage modern teams, it’s time for a new perspective on employee experience.
As markets evolve around the world, Genesys is helping companies transform the way they work to support customers — and employees. Businesses that are unwilling to take on transformation can’t keep up with a world that expects innovation and demands attention.
Now it’s artificial intelligence (AI) and automation that are transforming our world. And they present an enormous opportunity for businesses to focus on the employee experience.
Businesses that are unwilling to take on transformation can’t keep up with a changing world. They’re plagued by gaps in functionality, antiquated thinking and processes that don’t support desired business outcomes. Employees feel it, too. In worst-case scenarios, these businesses collapse from their poor employee experience.
There’s a new generation of employees who expect more from employers. They want job satisfaction. They want to be a part of the solution. And they want to know you’re paying attention to their needs. How you respond to this desire for empathy is key to transformation.
By 2025, 75% of the global workforce will be millennials who want and need:
For decades, contact centres have focused on optimising efficiency and effectiveness to improve customer experience. And early workforce management tools reflected that.
Workforce management (WFM) and workforce optimisation (WFO) tools offered contact centres modern operational efficiency and some workforce scheduling — but not much for improving the employee experience.
Genesys Cloud Workforce Engagement Management (WEM) does more than fill the gaps. It includes the WFO and WFM features you need — and the latest workforce engagement tools to help all employees thrive. It’s built to transform your contact centre ecosystem for more satisfied employees and customers.
Use the examples on the left to determine which workforce ring you fall into now and where your transformation to true workforce engagement begins.
Putting employee engagement first is the most direct path to improving customer experience. According to Gartner, the adoption of cloud technology has become mainstream and expectations of the outcomes are higher. Cloud gives businesses access to the latest innovations without compromising availability and scalability — the fundamentals of an employee experience transformation.
CX leaders have 60% more engaged employees than CX laggards.
Highly engaged business units achieve 10% higher customer metrics, 20% higher sales and 21% higher overall profitability.
Employee engagement is of equal or higher importance than other factors according to 86% of organisations.
Do more than fill the gaps. Build employee engagement with tools that simplify the experience and smart automation that always has your team’s back.
We’ll contact you directly to talk about your transformation to true workforce engagement management.
