It's time to Thrive - it's time to Reset
Use Cases and Deployment Scope
We are a contact centre servicing travel and tourism industry. our agents deal with global customers. We mostly cater to corporate travellers. These customers are frequent travellers and are well aware of their travel needs. As these travellers some time tend to be very demanding, our staff have to cater to their needs accordingly. With Thrive they are able to disconnect themselves from this stressful environment and reset themselves to assist the next customer with positive energy and passion.
Pros
- Employee wellbeing is automated for us
- Resource planning becomes easier as these breaks allow agents to destress and adhere to their regular break schedules
- The break between calls helps them to stay positive and calm in all situations
Cons
- As we are a global organization our employee base is very diverse with almost 170 nationalities working together, so would love to see some nationality specific customization
- We have peak periods and off-peak periods so would be great to see if that could be factored to increase or decrease the duration
- Some personalization should be available which would allow it to be person specific rather than a generic output
Return on Investment
- It is an additional cost as we also have Viva insights for employee wellbeing from Microsoft
- The feature can be factored in the employee wellbeing cost
- The positive environment helps to drive productivity of agents, and the calculation element helps to factor it in resource planning
Usability
Other Software Used
Genesys Cloud CX, Scorebuddy