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Free GE0-806: GCP8-System Consultant, Genesys WFM Exam Questions and Answers
Last updated: March 31, 2025
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520-GE0-806: GCP8-System Consultant, Genesys WFM
#Question
How can personalized coaching impact WFM?
A.
It creates frustration among agents.
B.
It can help agents reach their potential by targeting specific improvement areas.
C.
It complicates performance improvement.
D.
It leads to increased absenteeism.
Correct Answer:
B
Personalized coaching directly addresses agents' improvement areas, thereby enhancing individual and overall team performance.
#Question
What is the aim of conducting 'post-call analysis' in WFM?
A.
To review customer interactions for quality and identify training needs
B.
To streamline the onboarding process
C.
To measure average handling time only
D.
To evaluate historical data
Correct Answer:
A
Post-call analysis assesses customer interactions to improve service quality and inform future training needs.
#Question
How does 'feedback loops' improve WFM strategies?
A.
They ignore employee input.
B.
They provide continuous insights that refine workforce practices and performance.
C.
They limit communication.
D.
They complicate the evaluation process.
Correct Answer:
B
Feedback loops provide ongoing insights that are essential for refining workforce strategies and practices to enhance performance.
#Question
Why is 'customer interaction consistency' important in WFM?
A.
It complicates training requirements.
B.
It decreases operational efficiency.
C.
It leads to varied customer experiences.
D.
It ensures uniform service delivery, enhancing customer satisfaction.
Correct Answer:
D
Consistency in customer interactions contributes to positive experiences and satisfaction, reinforcing the service quality.
#Question
What role does 'historical data analysis' play in WFM forecasting?
A.
It only focuses on current performance.
B.
It helps predict future trends based on past performance.
C.
It is irrelevant to the process.
D.
It complicates decision-making.
Correct Answer:
B
Historical data analysis is crucial for making informed predictions about future staffing needs and operational demands.
#Question
How can workload distribution impact agent performance?
A.
It improves team collaboration
B.
It ignores team dynamics
C.
It can lead to increased stress and burnout if not managed properly.
D.
It has no impact on performance.
Correct Answer:
C
Poor workload distribution can overwhelm agents, leading to stress and decreased performance if not managed effectively.
#Question
What does 'skill enhancement' refer to in a WFM context?
A.
Reducing training hours
B.
Ignoring employee feedback
C.
Developing specific capabilities to improve service delivery
D.
Increasing the number of agents
Correct Answer:
C
Skill enhancement focuses on developing agent capabilities to better meet customer needs, enhancing overall service quality.
520-GE0-806: GCP8-System Consultant, Genesys WFM
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