07/10/2024 09:30 am
Genesys WEM Community Day – UAE
Dubai
Create Amazing Employee Experiences
CX is evolving, so is your workforce. We are at the dawn of major changes induced by the possibilities offered by AI.
Stay ahead of the curve and join us for a discussion among your peers, to discover the how you can make use of all the latest technology advancements to ensure better efficiency for your workforce, improve learning and employee experience to deliver better customer satisfaction.
Mandarin Oriental Jumeira - Citronella room
Mandarin Oriental Jumeira, Dubai - Jumeirah Beach Road - Dubai - United Arab Emirates
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Agenda
Wednesday, 10 July 2024
09:30 am – 10:00 am
Welcome Coffee
10:00 am – 10:20 am
Introduction and Overview of WEM
10:20 am – 10:50 am
Introduction to AI Forecasting, Best Practice on Planning Groups, Forecast Modifications and Forecast Scenarios
10:50 am – 11:00 am
Break
11:00 am – 11:30 am
How to Create Optimised Schedules, Day-to-Day Schedule Management and Real-Time Management.
11:30 am – 12:00 pm
Building Effective Quality Monitoring Evaluation Forms and QM Process Automation through Policies and Evaluation Assistance.
12:00 pm – 01:00 pm
Lunch
01:00 pm – 01:45 pm
Gain customer and employee insights through Topics, Sentiment, Empathy and Acoustic Analysis through Speech and Text Analytics.
01:45 pm – 02:30 pm
Leverage Learning and Assessment Modules to offer personalised self-development to your employees that drives customer experience.
02:30 pm – 03:00 pm
Break
03:00 pm – 03:45 pm
How to drive the right Agent Performance and Behaviour through Employee Performance and Gamification.
03:45 pm – 04:30 pm
Accelerate Genesys Cloud WEM adoption through Beyond Learning, WEM Community and Genesys Professional Services.
04:30 pm – 05:00 pm
Wrap-up Session / Feedback / Group Photo
Speakers
Tamby Qunash
Senior Customer Success Manager, Genesys
Hassan Farid
Senior Customer Success Manager, Genesys
Paul Turner
Solution Lead, WEM
Thomas Weschke
Cloud Solution Architect