Management training modules

Genesys WFM offers new training modules that integrate directly into business schedules

Genesys Telecommunications Laboratories, an Alcatel-Lucent company, announced today the extension of Genesys Workforce Management (WFM) with two new modules that identify gaps in agent competency and then automatically build training plans designed to improve agent skills and close those gaps.

Together these modules – named ‘Genesys Skills Assessor’ and ‘Genesys Training Manager’ – identify exact agent training needs and build training schedules that consider service level impact.

“The ability to enhance agent performance through the automated need detection and scheduling of targeted training in a timely and efficient manner is a valuable capability, that is seldom deployed,” said Jim Davies, Research Director, Gartner Group.

“The effective integration of traditionally siloed contact centre functions such as training, scheduling and performance management is an essential requirement for contact centre workforce optimization.”

“This is a significant step forward for the WFM market,” said Merijn te Booij, VP Product Management and Strategy, Genesys.  “Based on customer input, we identified training as a key capability, licensed the technology from our partner Silver Lining and incorporated it within these two new modules.”

How It Works

The Genesys Skills Assessor provides a range of online skills assessment, quality management and observational feedback tools. By combining objective and subjective assessment results with staff performance data from Genesys, Customer Relationship Management, HR and legacy quality management systems to identify individual staff skill levels and exact training needs – or their ‘skills DNA’.

This provides the Genesys Configuration Management Environment call routing database with accurate agent skill level information.

The Genesys Training Manager allows contact centres to automatically build, schedule and manage multiple agent training plans in Genesys Workforce Management, and automatically builds customised training plans that take into account agent needs, service level impact, and agent, trainer and classroom availability.

This provides agents, trainers, team leaders and training teams with an online view of the training scheduled in Workforce Management. Trainers can also register who attended training, while missing agents can be automatically re-scheduled in WFM. Allows links to Learning Management Systems, to push eLearning courses to agents at scheduled times.

Availability

Genesys Training Manager is available immediately and Genesys Skills Assessor will be available within the next 60 days.