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Emphasis on agentempowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction. Beyond its robust communications and routing platform, Genesys offers its own WEM and WFM solutions.
Most fundamentally you need to promote a culture of agentempowerment. In short, you need a solid employeeengagement program. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.
Cons: All the feature load in this contactcenter software tends to make it glitchy sometimes, as users have reported. CloudTalk CloudTalk If you are planning to expand your business beyond your physical location, CloudTalk is the right cloud-based contactcentersolution you can try.
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