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.
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.
Post Contact Surveys from DVSAnalytics allow you to review your customers’ feedback regarding their experiences with your company’s agents. Capturing the Voice of the Customer (VOC) immediately following an interaction is an invaluable feature in a closed-loop quality management process.
Surveys that focus on specific interactions, such as post-call surveys, are very different from company-wide customer satisfaction surveys, which usually measure the general feeling a customer has about your company. Post Contact Surveys can deliver immediate feedback on a customer’s most recent experience with a product order, service level and/or individual agent.
Automated Quality Management (AQM) evaluates 100% of interactions without listening to a single recording. Powered by DVS Speech Analytics, AQM delivers rich business intelligence in these areas:
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.