7 Digital Tools for Financial Institution Contact Centers

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Increasing your user engagement by 100% in three months? Sounds like an impossible goal for a credit union. But it is exactly the growth Arizona Federal Credit Union achieved by implementing a workforce optimization and engagement solution in their contact center. 7 Key Abilities of Workforce Optimization Here are seven key functions to look for […]

Can Competition Rev Up Your Workplace?

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Your team makes a last minute shot just before the buzzer and… it scores! You jump to your feet and the crowed erupts in cheers. Who doesn’t love great competition? Competition raises the adrenaline and demands our focus. The workplace is no different. According to a Refresh Leadership poll, “…52% of respondents said competition was a […]

eCoaching Gets Results

The challenge with training agents is two-fold: It’s expensive. And also, it’s expensive. Yes, you read that correctly: agent training hits contact centers twice where it matters most—the bottom line. Building a Training Process First, every company needs to develop training content and then administer training, including delivery, grading, tracking, etc. There’s a large market […]

Best Practices to Train Your Workforce

Any manager aiming to engage agents and build skillsets in the contact center has considered the question, “How do my agents learn best?” Or maybe, “How does engaging agents increase their desire to learn or the knowledge they acquire?” We’ll answer those questions by exploring the term andragogy (an-druh-goh-jee) and how it applies to the […]

DVSAnalytics Launches Reseller Program

SCOTTSDALE, Ariz., May 1, 2018 – Workforce Optimization (WFO) leader DVSAnalytics (DVS) today announced the launch of its DVS Encore™ Elite Reseller Program. The program is designed to help increase channel partners’ profitability and presence in the market with a collaborative framework that makes selling DVS’ innovative workforce technology easier than before.

DVSAnalytics Encore Earns Mitel-Compatible Test Certification

SCOTTSDALE, Ariz., February 27, 2018 – dvsAnalytics, a globally recognized leader in workforce optimization, today announced that Encore™ version 6.0.6 is compatible with Mitel’s business communication platform, Mitel MiVoice Business Release 8.0. After rigorous testing by Mitel, a global market leader in business communications, Encore earned the Mitel-Compatible Test (MCT) Certification.