Are your agents sticking to the script? Do they have the ability to deal with customer questions accurately and professionally? Do you have the tools you need to help your agents improve?
The core of any contact center is its agents – which means that your contact center's success depends on your agents' ability to achieve optimal performance on each telephone call, fax, email, or web chat interface they initiate or receive. Encore helps agents reach advanced performance goals by helping them overcome weaknesses, rewarding strengths with bonus points, and involving them in a positive experience every step of the way.
With Encore's agent evaluation and quality analysis capabilities, you can use audio and screen recordings to gain insightful information about previous operational statistics and use the information to enhance future agent performance, procedures, scripts, computer applications, and more.
Use Encore’s quality monitoring and analysis functionality to:
- Review audio recordings and synchronized agent desktop screens to evaluate agent performance and capture customer business intelligence
- Track individual agent evaluations and statistics on a program-by-program or skill-set basis using custom evaluation forms that measure key performance indicators for all or part of audio and screen recordings
- Let agents listen to their own conversations under a supervisor's control, so they can hear for themselves what's working and what isn't
- Use interactive report cards to let your team members know how they're performing
- Team reports give a broader picture
- Trend reports let you see in what direction your organization is heading
- Even agent evaluators can be checked for accuracy and efficiency
- Target areas that need coaching and training, and determine which agents to reward for exceptional performance
- Run reports to proactively target procedures or system processes that need improvement and communicate important business intelligence to other areas of your enterprise
- Tie your company’s training program syllabus to Liberation’s DialogGuide Desktop through connections to e-learning applications
Never again be kept in the dark about an agent’s critical shortcoming or exceptional strength. Through Encore, you can immediately identify issues and then work to correct them – or reward on-target performance on time. Make every agent your best agent!
