| | MARCH 20229In addition, even before the pandemic, the average attrition rate for contact center workers was two times that of other occupations.Now, businesses using Genesys to orchestrate their customer experiences have a proactive way to help their employees course-correct from stress in 60 seconds based on proven neuroscience methodology. With the new empathy-led offering from Genesys and Thrive, organizations can intervene in their employees' workday by delivering well-being breaks straight to their desktops when they're needed the most.For example, imagine the stress an agent experiences during an intense interaction with a frustrated customer. Instead of another call being thrown into the queue, the employee is given a brief video-based break designed to reduce stress and help them reset. As a result, the next customer is dealt with by an employee who is recharged and better prepared to deliver great service, instead of one coming directly off a stressful experience. An early trial of the offering showed employees who experienced Thrive Resets, received greater customer satisfaction ratings (+5 percent), higher productivity scores (+17 percent) and better overall satisfaction levels with their employer."In my research over the last 20 years, I've focused on finding the smallest thing that gives the biggest positive impact. That's what I see in Thrive Reset. So easy, yet so powerful. This wonderful offering will boost the health, well-being and happiness for people around the world", said BJ Fogg, PhD, Founder & Director of Stanford's Behavior Design Lab and Behavioral Science Chair of Thrive's Scientific Advisory Board.Organizations can download Thrive Reset for Genesys with a simple click and customize the timing of the breaks to address their employees' needs. For example, Thrive Reset may be triggered due to long call durations, a certain number of calls handled, or hours worked with no downtime. In the future, Genesys and Thrive plan to enable the automatic delivery of well-being breaks for employees during critical times using technologies like real-time AI-based sentiment analysis determined by key factors including mood of the previous interaction, behaviour and tone of voice. Thrive Reset for Genesys will be available in March to businesses via the Genesys App Foundry, a dedicated customer and employee experience marketplace.Explaining the science behind Resets, Leanne Williams, PhD, Director of the Stanford Center for Precision Mental Health and Wellness said, "Stress shapes how our brain changes & adapts, and the brain sometimes gets stuck in cycles of negative thought patterns, especially when we experience stress that is outside our control. Strategies for boosting positive connections can help break this cycle. As we practice them, our brain can adapt and create new thought patterns".
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