On-Demand Webinar

Humanizing the contact center: How values predict agent performance

Research shows that values—what people care most about—are the top predictors of behavior. By understanding what the highest performing call center agents value, CX leaders can gain unique insight into attracting, motivating and retaining the staff who will deliver the highest levels of customer service.

In this webinar, we’ll explore findings of innovative research from Genesys and Valuegraphics that examines how personal values shape behavior inside the contact center. You’ll learn:

• What top-performing call center agents value most in life and how that impacts their actions and decisions
• Why using values as a lens for talent development and culture-building will lead to notable gains in employee engagement and customer satisfaction
• How to use values to better recruit, train, motivate and retain a high-performing workforce