The Customer Experience (CX) has become the key differentiator in today’s market. Access to offerings are no more than a quick search and click away with the average mobile phone. No matter how unique the product or service, competitors quickly flood the market. A superior customer experience frequently dictates success in building loyalty and satisfaction equally, if not more so, than the actual offering.

Meeting Customer Expectations

In today’s crowded marketplace, full of consumers that want different things at different times via different channels, it’s not always easy to discern customer expectations. Contact centers are the front line of the customer experience.

With the surge in the always-connected mindset, contact center managers should be prepared for the impact it’s having on their customer’s expectations. They need powerful, but easy-to-use digital tools to enhance operations and improve agent performance.

7 Reasons to Explore Encore for Contact Centers

Encore® Workforce Optimization (WFO) and Workforce Engagement Management (WEM) software delivers priceless insight into every interaction, no matter the size or industry, to improve contact center performance.

  1. Flexible and Scalable
    Encore is built to meet contact center needs – from 10 agents to 10 thousand – in the cloud, on-premises, or as a managed service.
  2. Robust Integrations
    Encore solutions are engineered for integration with major communications platforms in contact centers and leading CRMs like Salesforce.
  3. Implementation Services
    DVSAnalytics’ professionals understand every customer has a unique set of requirements for their individual contact center. When it comes to WFO/WEM solutions, one size does NOT fit all.
  4. 90 Day Health Check
    The DVS team contacts you three months after deployment to review your system and the DVS Software Assurance benefits, gain a progress report on user adoption, and look for suggestions about improving Encore to better meet your needs.
  5. Support & Training
    DVSAnalytics provides 24x7x365 technical support, free software updates, and online training programs for agents, supervisors and administrators.
  6. Easy-to-Use Interface
    Encore solutions are designed with the user in mind – agents, supervisors and administrators – with easily customizable scorecards, reports, and dashboards.
  7. Discover the Value in Your Recording Data
    Even modest contact centers produce large amounts of data – measure what matters in your customer interactions with Encore analytics.

Customers Want Convenience

In an always-connected world, customers expect to contact businesses with whatever channel of communication they choose. Increasingly, customers demand easy access for simple inquiries – such as location, hours, product availability, or even an account balance – via phone or online.

Some types of information can be easily supplied by a website. But all too often it’s faster for consumers to make a phone call. Customers expect to be able to quickly contact a company representative if they have a question or an issue. This is where omni-channel contact centers come into play, with agents handling phone calls, online chat, email, and even social media communications with customers.

Customers Want Solutions

At the core of every customer interaction is a desire for a solution. Consumers aren’t interested in any issues your contact center may be having – an agent shortage, traffic surge, or even a natural disaster. Customers are looking for answers to their issues, not yours.

Supplying contact center agents with essential workforce optimization and engagement management solutions can quickly boost overall contact center performance. These WFO/WEM solutions – from Interaction Recording and Analytics, to eCoaching and eLearning – allow agents to focus on creating a more positive customer experience to improve satisfaction and brand loyalty.

DVSAnalytics solutions are designed to improve the customer experience, maximize employee engagement, and deliver analytics-enabled insights into customer interactions and contact center operations.

Case Study: Trustmark Voluntary Benefit Solutions

When Trustmark was looking for a way to automate and improve their quality management process, they turned to DVSAnalytics and Encore. Download the case study, Trustmark Voluntary Benefit Solutions, to learn more about how Trustmark uses Encore, with its interoperability with their Avaya communications system, to enhance quality assurance and boost contact center performance.