Getting the Full Performance Picture with Screen Recording

dvsAnalytics Encore Screen Recording

In some cases, when customer service representatives struggle with performance, it is easy for a supervisor to determine what is causing the problem. In live monitoring an interaction or listening to a call recording, for example, it may quickly become apparent that the agent is using off-putting phrasing, perhaps without even realizing it. In other […]

Are You Getting the Full Picture From Your Evaluations?

dvsAnalytics Encore quality management provides input from customers and supervisors to provide the complete picture of your contact center performance

Here’s a simple question: Would you ever drive with only one side view mirror on your car? How about crossing the street after looking only one way? Clearly, the answer is no, but many contact center managers are actually trying to do their jobs this way—with only a portion of the information they need to […]