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 […]
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 […]
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 […]
LAS VEGAS, Booth #500, June 18, 2018 – Meeting the needs of the most demanding organizations requires innovative solutions. This week, DVSAnalytics, Inc. (DVS) will showcase its portfolio of workforce optimization and engagement solutions (WFO/WEM) at the Customer Contact Week (CCW) Conference and Expo…
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.
SCOTTSDALE, Ariz., April 4, 2018 – dvsAnalytics (DVS), a globally recognized leader in WFO/WEM solutions, today announced that Hardy Myers has been selected by Kathleen Kelly to succeed her as the company’s CEO, effective April 1, 2018. Kathleen will maintain an active role at the company by retaining her position as the company’s Chairman of the Board. Hardy will lead DVS through its next…
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.