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 “Now, instead of just surmising what an agent may be struggling with, we can actually see how they are using the software, equipping us to better train our agents.”

Andrew Wertz
AWM Phone Center Operations Manager
Andrew Wommack Ministries

DVSAnalytics Case Study

Andrew Wommack Ministries

Andrew Wommack Ministries’ (AWM) contact center receives 1,200 –1,500 calls per day. One group assists ministry partners with purchasing and learning more about the ministry. Another serves as a crisis line to assist individuals with immediate needs, prayer and encouragement.

A major challenge for AWM’s contact center was teaching agents how to navigate through multiple software programs. They have unique processes for different types of calls. Agents have to be highly competent and efficient with the software and processes.

AWM decided the best way to improve agent performance was to not only listen to recorded interactions, but also to view the associated desktop activity taking place during the call.

After researching solutions, AWM chose Encore® Workforce Optimization from DVSAnalytics. Download our Andrew Wommack Ministries case study to learn how they achieved a new, higher level of quality and performance in their contact center interactions.