MetriNote – Genesys Offers Experience Index for Contact Center Agents

Published on: June 22, 2023

Author: Beth Schultz, Vice President of Research and Principal Analyst

June 20, 2023 – Genesys has introduced a new experience management approach, called the Experience Index methodology, for measuring and benchmarking end-to-end experiences for contact center agents. With the Experience Index Offer for Contact Center Employees, available now, Genesys brings together employee sentiment data and industry benchmark data it has gathered from thousands of agents across six major industries, along with data from the Genesys Cloud CX platform and, potentially, elsewhere, to provide insight and actionable guidance on how to improve the agent experience. The index provides contact center leaders a view of the agent journey, including onboarding, training, and customer interactions; a look at how agents compare to industry peers, for guidance on how to attract and retain employees; correlation between employee and customer experience; and tailored strategies for improving the agent experience. The goal is enabling contact leaders to determine precisely where an agent experience goes wrong and how to fix it and, in turn, drive desired business outcomes.

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