3 Easy Ways to Author Your Own eLearning Lessons

dvsAnalytics Encore 3 Easy Ways to Author your own eLearning Lessons

Businesses of all sizes rely heavily on in-house employees to create and administer learning materials. In the creation and delivery of materials, over 80% of companies rely on employees rather than outsourced parties, according to one report. But, with busy schedules and competing priorities, the thought of developing a library of materials can seem daunting […]

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Improving Contact Center Performance: New Year’s Resolution Style

dvsAnalytics Encore Improving Contact Center Performance: New Year’s Resolution Style

There are countless pieces of advice on how to stick to a new year’s resolution, but the key to all is setting a reasonable goal and supporting it with a definite plan. So, find one thing to achieve (maybe more if you’re really ambitious) and set to planning. Marking milestones and setting schedules, consider how […]

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Avoiding the Most Common Contact Center Productivity Killers—Part 2

dvsAnalytics Encore Avoiding the Most Common Contact Center Productivity Killers Part 2

Improving contact center productivity should be a top priority for organizations as enhanced efficiency can reduce costs, improve customer satisfaction and increase revenue generation. In part one of this series we discussed two factors that threaten contact center productivity: poorly handled customer disputes and manual agent training. Now, we observe two more contact center productivity killers […]

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