DVSAnalytics makes Quality Management easy. Organize, retrieve, and review audio and desktop recordings with this software solution. Our built-in, dynamic search functionality allows agents, supervisors, and business users to search and retrieve interaction recordings according to select criteria.
From basic searches, such as extra-long calls, to unresolved service calls or canceled orders, Encore’s dynamic search categorizes recordings so evaluators know where to focus their attention. Recordings matching a set of parameters can be added to a defined view and saved for individual use or shared with other stakeholders.
Using our complete suite of flexible evaluation tools, it’s easy and efficient to assess agent performance with DVSAnalytics Quality Management. No matter the department, skill set, or overall business KPIs, the goal of any performance review is to evaluate standings and encourage improvement in areas that are lacking, ultimately driving better results.
DVSAnalytics Quality Management includes custom scorecards, Evaluator Calibration for consistent scoring, Score Assimilation with agent self-evaluations and customer surveys, and Automated Quality Management (AQM) with Speech Analytics.
Drive Performance Improvement with Outcome-Based Evaluations
Contact center managers are continually challenged with finding time to coach agents for performance improvement. Encore® Quality Management solves this problem for contact centers. Outcome-based evaluations automatically trigger eCoaching sessions to improve performance, reduce the need for one-on-one meetings, and increase the focus for individual coaching sessions.
See how to leverage the wealth of data captured in your call recordings to improve business decision-making, operations, and agent performance. Download our infographic to see the advantages of adding Quality Management to your Call Recording platform.
Contact centers collect a vast amount of data. The ability to view and leverage the analysis of that data enables your business to continuously improve. DVSAnalytics Gamification Engine automates the creation and management of performance-based contests and dashboards using rewards to further motivate agents toward achieving company initiatives. Encore Dashboards and Employee Contests make it easy for managers to gain insight, see trends, and create incentive programs.
DVSAnalytics ElevateQM delivers more analytics with deeper insights at a cost that fits your budget. The package includes Interaction Recording, Quality Management and easy-to-use, out-of-the box applications for Speech Analytics.
