Technology should never be a barrier to delivering great customer experiences (CX). With the right training, it won’t be.

The real value of your CX tech depends on how well you use it. If agents aren’t using all the capabilities you’ve invested in, you’re missing a critical opportunity to optimize your operation. Boosting technology adoption sometimes can be an elusive goal. But focusing on one thing — agent training — can simplify the process and ensure success.

Inna Ekhaus, Vice President of Genesys Beyond, explains how CX managers can leverage agents’ enthusiasm for learning new skills to get more from their tech investments.