Blog

The Encore Portal interface will be rolled out in the Encore® 8.0 release, and subsequent releases, transitioning users from the existing interface (which is hereinafter called the “Encore Classic” interface) into an HTML5, responsive design…

Contact centers have responded well to the demands 2020 has placed upon them by rapidly transitioning their staff to work-from-home operations. No one is sure how long these conditions will continue.
So, for many, the question has become how to ensure contact center agents, supervisors and managers have…

As many of you already know, or learned from our recent Featured Training session, Encore® can be used to deliver eCoaching & eLearning assignments to agents and to analyze assignment completion in a variety of ways. The challenge for many Supervisors and Quality...

The rate of transition to cloud communication technologies has accelerated, an impact of Covid-19. Many contact centers have made the transition or are investigating their options with a new intensity. But as contact centers move to Unified Communications as a Service...

With many contact centers contemplating transitioning to long-term work from home operations, the role of workforce optimization software for contact centers has now become more important than ever before. Maintaining industry compliance along with high standards of...

Many contact centers have shifted to at-home operations with an increasing number studying the option of making the transition permanent. The possible benefits are numerous: initial studies report at-home agents are more productive, a continuation of the COVID-19...

Most businesses have done an amazing job of rapidly transitioning contact center workers home during the COVID-19 shutdown. Facing an uncertain future, now the challenge has become ensuring at-home contact center staff are productive and engaged. This is where...

The national shutdown due to the ongoing COVID-19 emergency has forced change on virtually all US businesses, including contact centers. Many have done an amazing job of rapidly transitioning contact center workers home. Now, the challenge for most contact centers is...

Faced with the COVID-19 emergency, contact center communications are accelerating the transition from on-premise UC systems to cloud-based Unified Communications as a Service (UCaaS) solutions. While dictated by the need to rapidly enable work from home agents, this...

The COVID-19 national emergency is forcing us all to change the way we work almost overnight. Many contact centers are facing an immediate and on-going need to enable remote agents and accommodate increased call volumes. DVSAnalytics is dedicated to quickly helping...