How many issues have we been seeing since the roll out of Genesys? It's almost like it can't handle the call flow. It just seems with all the changes we're still being pushed out. AI as well.
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I'm on the sales side and genesys is a nightmare. I can't see who in wayfair I'm talking to when transferring calls. Calling out and connecting someone else is sorcery. After day one in a huddle we were told the level of oversight managers had was the most they have seen. So micromanaging us more. I can handle most of the stuff because I did telemarketing for like 5 years. But I also see the writing on the wall. So I'm waiting another month for my one year and I'm looking else where
Questionable how they roll out a new phone system with little training the day before they set unobtainable metrics. Could they be any more transparent? Customers are on the fence with regards to staying with wayfair as it is and some of them state that they only stay because of our customer service. I guess the decision makers feel that what we do doesn't matter enough to benefit their bottom line.
How's your handle times since the new system? Apparently there is some sort of tech problem that is incorrectly driving them sky high for many agents.
You are being pushed out. They are offshoring all your jobs.
Maybe it is easier for the offshore teams. It's a joke that there's a genesys trial group. I gave up caring what happens today or this month. We can all be laid off within days with the tariffs.
I feel like they are setting us up for failure. Not success.
We used to be able to watch the queue and take a quick bathroom break or grab a drink. Now we are glued to this horrible phone system not knowing when a call with come through. You have to stay on the Genesys screen watching for the next call, no pop up or desk phone. You cant make an outbound call without an incoming call coming through. Its so hard to transfer and calls are dropping like crazy. We cant take a credit card payment on it either. Its insane that someone thought this would be better than Finesse. But yet again they gave us Service Hub that doesnt work either, Genesys is their cherry on top. My message to management is "do our jobs for a week and see how bad you have made our daily work".
Its like no one in management cares, they gave us the worst phone system ever. Maybe the goal is for us all to quit.