Boost Commitment with Agent Engagement

dvsAnalytics Encore Boost Commitment with Agent Engagement

Agent Engagement is recognized as a key ingredient for success in today’s contact center industry. The reasons are clear: when agents are committed to the success of their team, and to the organization, customers and companies win. So it makes sense that when companies create an exciting, empowering environment for their workforce, agent dedication to […]

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Using Gamification to Increase Contact Center Engagement

Using Gamification to Increase Contact Center Engagement

For contact center managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call center metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee […]

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Enhanced Desktop Analytics that Delivers an Aggressive ROI

Enhanced Desktop Analytics that Delivers an Aggressive ROI

We recently announced enhancements to our Desktop Analytics family of applications which help organizations protect sensitive customer information and add searchable data to their recorded interactions. These improvements were developed to better meet the needs of any organization desiring to ensure compliance with HIPAA or PCI, and streamline processes for an improved customer experience. While […]

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