Teaching soft skills in a digital world

Traditional contact centre training focuses on technology enablement and product knowledge, aiming to improve efficiency and effectiveness. As we race towards digital transformation, companies are discovering that customer experience increasingly lacks human contact, with an empathy skills gap growing each day.

To combat the issue, Genesys has announced BeyondCX, an eLearning program developed for contact centre employees and supervisors that hones in on development of the soft skills needed to deliver empathetic personalised experiences.

The company believes training is needed to bridge human and digital interactions and to ensure that customers feel heard, understood and valued. A recent Genesys survey found that Australian consumers value empathetic experiences over speedy resolutions, with 84% wanting customer service employees to listen to them and 82% wanting them to understand their needs¹. On the contrary, only close to 20% of high-performing agents in Oceania cited quality, empathy and listening as their greatest strengths².

Genesys believes BeyondCX has transformed traditional training into an interactive learning experience that helps companies address the empathy gap. Formatted like a television show, the program is a series of episodes that use high-quality video production, the power of storytelling and the latest skills-development techniques to immerse participants in the world of customer experience (CX). Contact centre employees and supervisors will learn how to build trust, show empathy and tailor the customer experience to transform traditional transactions into fluid, context-based conservations that build customer loyalty.

The first season of BeyondCX is currently available via subscription, with support for additional languages coming later this year.

References

1. The Connected Customer Experience report — Gensys March 2021
2. Human Values: The operating system for a high-performing contact centre report — Genesys September 2021

Image credit: ©stock.adobe.com/au/Tyler Olson