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Your first customers work for you.
If your people are not happy, your customers will not be either. The fastest way to find out how your people feel is to ask them properly, and then act on what they tell you.
Your agents set the ceiling on your customer experience.
Morale shows up in every call. So does burnout. Measure both before your customers do it for you.
Why it matters now
The contact centre runs on people.
Attrition is a customer problem.
Every experienced agent who leaves takes knowledge with them. Customers feel it within weeks.
Both sides of the conversation.
The same platform hears from your customers and your people, so you can see how one drives the other.
Managers see it first.
Team leaders see how their people feel next to the customer scores for the same team, so a problem shows up before anyone hands in their notice.
The chain
Ask your people. Fix what gets in their way. Customers feel it.
Employee experience is the upstream end of customer experience.
Ask
Pulse, lifecycle and manager surveys, anonymous where it matters.
Fix
Action plans with owners, so feedback turns into change your people can see.
Feel
Better tools and fewer blockers show up in the customer scores.
What you get
Everything you need to listen to your people.
Surveys for every moment
Pulse checks, onboarding, exit, manager and internal user surveys, each customised for higher response.
Anonymity protected
Anonymous or identified feedback, with the controls that keep trust intact.
Their own space
Dedicated audiences, notifications and reporting, kept separate from customer data.
Sentiment and themes
The same NLP that reads customer comments, applied to what your people say.
Linked to customer outcomes
Correlate employee results with CX scores to see where morale moves the numbers.
Action planning
Turn results into plans with owners and follow up, and connect to your HR systems.
Real product screens. Click any screen to open it full size.
Explore the platform
See it with your own data
Ask the people who serve your customers.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme.