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It’s not just customer service anymore …

Get the CX
Mindset

Upon completion of the Onsite CX Coaching Courses, we achieved an 80+% NPS, 10 points higher than the industry standard.

Ian Thomas

VP US Operations - ResMed

CX Coaching Series

Identifying the behaviors that drive individual agent performance is paramount in affecting call center KPI results.  When agents can relate to a tangible behavior, paired with the guidance and skill transfer from their supervisor, they can quickly increase their effectiveness at work. These courses cover the most important coaching tactics to identify and coach the behaviors that drive agent performance and results. 

COURSES

Identifying root cause through data-driven decision making

Duration:  2 days of onsite instruction & coaching
Audience: Director, GM, Manager, Supervisor

Making behavior stick through skill transfer


Duration:  2 days of onsite instruction and coaching
Audience: Director, GM, Manager, Supervisor, Quality Coach

The monthly performance review


Duration:  2 days of onsite instruction and coaching
Audience: Director, GM, Manager, Supervisor

Side-by-side coaching and development basic

Duration:  2 days of onsite instruction and coaching
Audience: Director, GM, Manager, Supervisor, Quality Coach, Trainer

CX Masters Series

As a leader in the contact center, you focus on delivering great customer experience. The CX Masters Series concentrates on foundational business concepts that support a customer experience transformation. Free and online, the courses will increase your understanding of how and why you can make customer experience your differentiator.

COURSES

Transform CX with intelligent routing and consolidated reporting

Duration:  Self-paced online

Your navigation guide to cloud contact centers


Duration:  Self-paced online

COMING SOON

Artificial Intelligence rocks the contact center industry

Duration:  Self-paced online

Series

Genesys University is proud to partner with COPC®, a fellow leader in CX Training.  Together, we can deliver the most hands-on training, full of real examples, best practices, and proven techniques for improving your top and bottom line performance.  The following two courses will be available very soon.

COURSES

COMING SOON

COPC® Lean Six Sigma for Contact Centers

Proven to drive improvements in your contact center in the areas of revenue, customer satisfaction, and costs.

COMING SOON

COPC® Online Management Training Series

For contact center professionals who want to expand their learning with the benefits of a flexible, modular approach

About Genesys University

Enabling the Customer Experience (CX) professionals of today and the future.  We enable by sharing our expertise and knowledge with our customers, partners, and all who seek our knowledge. We believe that our training can inspire a world to embrace CX in ways that differentiates them from all others.

Company

Contact Us

education@genesys.com

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