You Can’t Be Two Places at Once—Luckily You Don’t Have to Be

You Can't Be Two Places at Once—Luckily You Don't Have to Be

As customer expectations have increased and technology has evolved, the contact center supervisor’s role has expanded to include a litany of responsibilities. Long gone are the days when the position consisted of walking the floor, listening to agents on calls, filling out the occasional evaluation report and meeting with them for one-on-one evaluations or training. […]

Read More

Is Your Contact Center Ready for the Next Pitch?

Is Your Contact Center Ready for the Next Pitch?

Baseball season is in full swing, and some of us at dvsAnalytics are all about it. It has us thinking, too, about some similar strategies that baseball and contact centers share. Part of succeeding in baseball is due not only to physical, but mental, resiliency. The ability to learn from and overcome errors and be […]

Read More

Contact Centers Increase Motivation and View KPIs at a Glance

dvsAnalytics-Encore-Contact-Center-Motivation

dvsAnalytics recently announced the release of Encore® 6.0.5, which delivers exciting new dashboards and gamification to Encore users. These new automations will further assist businesses in improving their customer experiences through increased transparency and a higher capacity for hosting contests to motivate and reward agents. Encore Dashboards include real-time views of important trends and KPIs, […]

Read More